Business Driven Technology
7th Edition
ISBN: 9781259567322
Author: Paige Baltzan Instructor
Publisher: McGraw-Hill Education
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Question
Chapter 3, Problem 1OC
Program Plan Intro
Customer Relationship Management (CRM):
Customer Relationship Management refers to manage all the phases of the customer’s relationship within an organization. Such management helps to increases the loyalty of the customer and to retain an organizations profit. It permits the organization to allow the customer’s shopping and buying behaviors.
Expert Solution & Answer
Explanation of Solution
Usage of CRM system to support customers:
CRM system implemented in Apple helps to gain significant business intelligence.
- A CRM system enables the Apple to find the customers who are buying their products which helps the company to generate the overall estimation of customers.
- Apple view this report and provide special incentives to the customer such as free delivery, providing discounts and gift vouchers to the customers who purchased more things.
- Apple also determine which customer discontinued membership and why in order to help them fight the competition.
- The business intelligence gained through a CRM system is limitless.
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