tailieunhanh - Lecture Management information systems (4th edition): Chapter 12 - Rainer, Prince, Watson

Chapter 12 - Customer relationship management. In this chapter, the learning objectives are: Defining customer relationship management, operational customer relationship management, other types of customer relationship management systems. | 12 Customer Relationship Management Defining Customer Relationship Management Operational Customer Relationship Management Other Types of Customer Relationship Management Systems Identify the primary functions of both customer relationship management (CRM) and collaborative CRM strategies. Describe how businesses might utilize applications of each of the two major components of operational CRM systems. Explain the advantages and disadvantages of mobile CRM systems, on-demand CRM systems, open-source CRM systems, social CRM systems, and real-time CRM systems. Do Persuasive Technologies Go Too Far? Discuss the advantages and disadvantages of persuasive technologies to companies. Discuss the advantages and disadvantages of persuasive technologies to consumers. Debate the ethical nature of persuasive technologies. (Hint: Refer to Chapter 6 for ethical frameworks.) Do persuasive technologies take customer relationship management too far? Why or why not? Support your answer. Defining . | 12 Customer Relationship Management Defining Customer Relationship Management Operational Customer Relationship Management Other Types of Customer Relationship Management Systems Identify the primary functions of both customer relationship management (CRM) and collaborative CRM strategies. Describe how businesses might utilize applications of each of the two major components of operational CRM systems. Explain the advantages and disadvantages of mobile CRM systems, on-demand CRM systems, open-source CRM systems, social CRM systems, and real-time CRM systems. Do Persuasive Technologies Go Too Far? Discuss the advantages and disadvantages of persuasive technologies to companies. Discuss the advantages and disadvantages of persuasive technologies to consumers. Debate the ethical nature of persuasive technologies. (Hint: Refer to Chapter 6 for ethical frameworks.) Do persuasive technologies take customer relationship management too far? Why or why not? Support your answer. Defining Customer Relationship Management Customer Touch Points Data Consolidation 5 Figure : CRM Process Figure : Customer Touchpoints Location-Based Systems in Customer Relationship Management Describe the advantages that Amazon has over bricks-and-mortar retailers. Describe the many facets of Amazon’s relentless focus on customer relationship management. ABOUT BUSINESS Operational Customer Relationship Management System Customer-Facing Applications Customer-Touching Applications 9 Customer Facing Applications Customer Service and Support Sales Force Automation Marketing Campaign Management 10 Customer Facing Applications: Customer Service & Support Customer Interaction Centers (CIC) Call Center Oubound Telesales Inbound Teleservice Information Help Desk Live Chat 11 ’s New Customer Contact Center Discuss the reasons why Priceline needed a new customer contact center. Describe the benefits of the KANA solution to customers and to Priceline. ABOUT BUSINESS .