Management Information Systems: Managing The Digital Firm -- Student Value Edition (16th Edition)
16th Edition
ISBN: 9780135191927
Author: Kenneth Laudon, Jane Laudon
Publisher: PEARSON
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Expert Solution & Answer
Chapter 9, Problem 3RQ
Explanation of Solution
Customer Relationship Management (CRM):
- 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.
Importance of CRM to an organization:
- Without customers, a business cannot function...
Explanation of Solution
Partner Relationship Management (PRM):
- PRM is a mixture of software, plans, concepts, and 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 for sales department:
Sales department uses CRM by the following ways:
- Customer service and support:
- It contains a wide range of customer services that help the customers in making a cost effective and correct use of the products.
- It also contains planning, training, upgrading, and maintaining of the products.
- Sales force automation:
- It is a type of program that automates business tasks like controlling inventory, sales processing, and 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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% At this point We Enter the Resistor values and Voltage Source Values
fprintf('Provide Resistance Values for the Resistors as Requested: \n');
fprintf('===============================================\n');
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Chapter 9 Solutions
Management Information Systems: Managing The Digital Firm -- Student Value Edition (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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