tailieunhanh - Lecture Business driven technology (Business plug-in): Chapter 9 - Paige Baltzan, Amy Phillips

Chapter 9 - Customer relationship management. In this chapter students will be able to: Describe the three CRM technologies used by marketing departments; describe and differentiate the CRM technologies used by sales departments and customer service departments; compare customer relationship management, supplier relationship management, partner relationship management, and employee relationship management; summarize the future of customer relationship management. | BUSINESS PLUG-IN B9 Customer Relationship Management LEARNING OUTCOMES Describe the three CRM technologies used by marketing departments Describe and differentiate the CRM technologies used by sales departments and customer service departments Compare customer relationship management, supplier relationship management, partner relationship management, and employee relationship management Summarize the future of customer relationship management INTRODUCTION Customer relationship management – involves managing all aspects of a customer’s relationship with an organization to increase customer loyalty and retention and an organization’s profitability Operational CRM – supports traditional transactional processing for day-to-day front-office operations or systems that deal directly with the customers Analytical CRM – supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers INTRODUCTION USING IT TO DRIVE . | BUSINESS PLUG-IN B9 Customer Relationship Management LEARNING OUTCOMES Describe the three CRM technologies used by marketing departments Describe and differentiate the CRM technologies used by sales departments and customer service departments Compare customer relationship management, supplier relationship management, partner relationship management, and employee relationship management Summarize the future of customer relationship management INTRODUCTION Customer relationship management – involves managing all aspects of a customer’s relationship with an organization to increase customer loyalty and retention and an organization’s profitability Operational CRM – supports traditional transactional processing for day-to-day front-office operations or systems that deal directly with the customers Analytical CRM – supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers INTRODUCTION USING IT TO DRIVE OPERATIONAL CRM MARKETING AND OPERATIONAL CRM Three marketing operational CRM technologies: List generator – compiles customer information from a variety of sources and segment the information for different marketing campaigns Campaign management system – guides users through marketing campaigns Cross-selling and up-selling Cross-selling – selling additional products or services Up-selling – increasing the value of the sale SALES AND OPERATIONAL CRM The sales department was the first to begin developing CRM systems with sales force automation – a system that automatically tracks all of the steps in the sales process SALES AND OPERATIONAL CRM Three sales operational CRM technologies: Sales management CRM system – automates each phase of the sales process, helping individual sales representatives coordinate and organize all of their accounts Contact management CRM system – maintains customer contact information and identifies prospective customers for future sales Opportunity .

• Quản trị kinh doanh
• Business driven technology
• Lecture Business driven technology
• Technology plug in
• Business plug ins
• Customer relationship management
• Operational CRM
• Business process
• Business process improvement
• Mobile technology
• Personal digital assistants
• Business basics
• Financial statement
• Business intelligence
• Data mining
• Global information systems
• Cultural business challenges
• Creating strong passwords
• Monitor your accounts
• Creating conditional formatting
• Using autofilter
• Goal Seek Command
• Decision making using excel
• Designing database applications
• Database management system
• Microsoft Access
• New blank database
• Simple query wizard
• Advanced queries
• Form wizard in access
• Report wizard
• Designing web pages
• World wide web
• Hypertext Markup Language
• Improving readability
• Navigating in dreamweaver
• Dreamweaver setup
• Gantt chart
• Creating gantt charts with excel
• Central processing unit
• Primary storage
• Enterprise architectures
• Disaster recovery
• Network basics
• Server network
• Information security
• Information security policies
• Information privacy policy
• Ethical computer use policy
• Supply chain management
• Supply chain drivers
• Enterprise resource management
• Core ERP component
• Ebusiness model
• Accessing internet information