Essentials of MIS (13th Edition)
13th Edition
ISBN: 9780134802756
Author: Kenneth C. Laudon, Jane Laudon
Publisher: PEARSON
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Chapter 9, Problem 3RQ
Explanation of Solution
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.
Customer relationship management important to an organization:
- Without customers, a business cannot function...
Explanation of Solution
Partner relationship management:
- Partner relationship management is a mixture of software, plans, concepts, procedures that are used by corporations to modernize business process with partners who vend their products and services.
- A successful partner relationship management creates partnership between dealers and vendors that makes a profitable relationship...
Explanation of Solution
Tools and capabilities of CRM software for sales, marketing and customer service:
- CRM is sales department: Sales department uses CRM by the following ways:
- Customer service and support: It contains a wide range of customer services that helps the customers in making a cost effective and correct use of the products. It also contains planning, training, upgrading, maintaining the products.
- Sales force automation: It is a type of program that automates business tasks like controlling inventory, sales processing, tracing the interactions of customers and analyzing the performance.
- Contact management CRM: It is a type of CRM system that provides faster access to contact information of customers. It is often used with e-mail integration and activity management.
- Opportunity management CRM: This type of CRM tool aids to manage the sales opportunities and generates accurate forecasts for the business. It organizes key sales information that is important to maximize the leads...
Explanation of Solution
Differences between Operational CRM and Analytical CRM:
Operational CRM | Analytical CRM |
This system is used to support front-office (direct interaction with customers) business processes. | This system analyzes customer behavior and provides business intelligence. |
It is very efficient and it provides 3600 view of customers, personalized marketing, etc... |
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Check out a sample textbook solutionStudents have asked these similar questions
Explain the key benefits of implementing Customer Relationship Management (CRM) in a business setting.
List and explain how customer relationship management software saves money and
helps.
Explain the primary purpose of Customer Relationship Management (CRM) in business operations.
Chapter 9 Solutions
Essentials of MIS (13th Edition)
Ch. 9.2 - Prob. 1CQ1Ch. 9.2 - Prob. 2CQ1Ch. 9.2 - Prob. 3CQ1Ch. 9.2 - Prob. 4CQ1Ch. 9.3 - Prob. 1CQ2Ch. 9.3 - Prob. 2CQ2Ch. 9.3 - Prob. 3CQ2Ch. 9.3 - Prob. 4CQ2Ch. 9 - Prob. 1IQCh. 9 - Prob. 2IQ
Ch. 9 - Prob. 3IQCh. 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. 17CSQCh. 9 - Prob. 18MLMCh. 9 - Prob. 19MLM
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Need a deep-dive on the concept behind this application? Look no further. Learn more about this topic, computer-science and related others by exploring similar questions and additional content below.Similar questions
- Explain the primary purpose of Customer Relationship Management (CRM) software in a business context.arrow_forwardExplain the concept of customer journey mapping in CRM. Provide a step-by-step guide on how to create an effective customer journey map for a specific industry or business.arrow_forwardExplain the significance of lead management in CRM and how it contributes to effective customer relationship management.arrow_forward
- Explain how and why business mergers and other ties have affected employee morale.arrow_forwardExplain the concept of CRM gamification and how it can be used to motivate sales and customer support teams.arrow_forwardExplain the concept of lead management in CRM and how it contributes to sales and marketing efforts.arrow_forward
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