Essentials of MIS (12th Edition)
12th Edition
ISBN: 9780134238241
Author: Kenneth C. Laudon, Jane P. Laudon
Publisher: PEARSON
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Chapter 9, Problem 19MLM
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Customer relationship management:
- Customer relationship management 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 data for designing, upselling, etc.
- General areas are: Sales data, financial data, and marketing data.
- Examples: Getting feedbacks from online shopping...
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Essentials of MIS (12th Edition)
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