Management Information Systems: Managing The Digital Firm (16th Edition)
16th Edition
ISBN: 9780135191798
Author: Kenneth C. Laudon, Jane P. Laudon
Publisher: PEARSON
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Question
Chapter 9, Problem 18MLM
Program Plan Intro
Customer Relationship Management (CRM):
- CRM is a methodology that manages an organization’s communication with their customers.
- This method uses client’s history with the company to improve business relationships.
- Modern customer relationship management constructs sustainable enduring customer relationships that generate value for company and customers.
Analytical CRM:
- This system analyzes customer behavior (analyzes customer information that are generated by operational CRM) and provides business intelligence. It analyzes the data for designing, upselling, and so on.
- General area includes sales data, financial data, and marketing data.
- One of the examples is getting feedback from online shopping.
Explanation of Solution
Outputs from analytical CRM systems:
- One of the outputs of analytical CRM is Customer Lifetime Value (CLTV).
- This CLTV is based on the relationship between:
- The revenue produced by a particular customer...
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Chapter 9 Solutions
Management Information Systems: Managing The Digital Firm (16th Edition)
Ch. 9.2 - Prob. 1.1CQCh. 9.2 - Prob. 1.2CQCh. 9.2 - Prob. 1.3CQCh. 9.4 - Prob. 2.1CQCh. 9.4 - Prob. 2.2CQCh. 9.4 - Prob. 2.3CQCh. 9.4 - Prob. 2.4CQCh. 9 - Prob. 1IQCh. 9 - Prob. 2IQCh. 9 - Prob. 3IQ
Ch. 9 - Prob. 1RQCh. 9 - Prob. 2RQCh. 9 - Prob. 3RQCh. 9 - Prob. 4RQCh. 9 - Prob. 5DQCh. 9 - Prob. 6DQCh. 9 - Prob. 7DQCh. 9 - Prob. 8HMPCh. 9 - Prob. 9HMPCh. 9 - Prob. 11HMPCh. 9 - Prob. 12CTPCh. 9 - Prob. 13CSQCh. 9 - Prob. 14CSQCh. 9 - Prob. 15CSQCh. 9 - Prob. 16CSQCh. 9 - Prob. 17MLMCh. 9 - Prob. 18MLM
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