“CRM is the core business strategy that integrates internal processes and functions‚ and external networks‚ to create and deliver value to targeted customers at a profit. It is grounded on high quality customer related data and enabled by information technology.” Type of CRM Strategic ! Dominant characteristic Strategic CRM is a core customer-centric business strategy that aims at winning and keeping profitable customers. Operational Analytical Collaborative Operational CRM focuses
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Customer Relationship Management QUESTIONS YOUR ANSWERS Developing a CRM strategy is discussed in chapter 8 of the Valacich book. What changes are necessary for an organization to successfully implement a CRM? Steps necessary in order for an organization to implement CRM include changes in policies and business processes‚ customer service‚ employee training and data collection‚ analysis‚ and sharing. A successful CRM strategy must also carefully consider ethical and privacy concerns of its
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1. Introduction of the assignment Customer relationship management (CRM) is the process of acquiring‚ retaining & growing profitable customers and a comprehensive approach for expanding customer relationship. There are different between Marketing and CRM. Marketing is a process in selling of product meanwhile CRM is a multifaceted process‚ which is intended to allow business organization to better anticipate and match customer needs and desire. As long as people are doing the buying‚ people
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available on CRM and relationship marketing and emphasizes the need for a single‚ process-based framework that helps in making a comprehensive CRM strategy followed by its successful implementation. The objective is to highlight CRM’s role in enhancing customer value and‚ in turn the shareholder value. Various CRM and marketing experts‚ who provide their views in the article‚ emphasize the need for a cross-functional‚ process-oriented approach which identifies three alternative perspectives of CRM within
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Customer Relationship Management Customer relationship management (CRM) is “an information system that combines methodologies‚ software‚ and the Internet to help an organization establish stronger customer relations with customers” (Awad‚ 2007‚ p. 296‚ para. 1). Through human involvement and information technology‚ CRM allows organizations to gain insight into customer demographics and market trends. Additionally‚ CRM helps organizations enhance their customer service‚ improve call center
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Successful customer interaction The eresource ERP CRM Software in India module helps you know your customer better and includes many features such as activities‚ history‚ related contacts‚ addresses of your customers and their relations with your competitors. The flexible database structures enables you whatever information you would like to keep on your customer and maintains such information for your future reference. The eresource ERP CRM module also facilitates control and organization of
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Vol. 31 Iss 6 pp. 584-600 http:// dx.doi.org/10.1108/MIP-05-2012-0055 Injazz J. Chen‚ Karen Popovich‚ (2003)‚"Understanding customer relationship management (CRM): People‚ process and technology"‚ Business Process Management Journal‚ Vol. 9 Iss 5 pp. 672-688 Mark Xu‚ John Walton‚ (2005)‚"Gaining customer knowledge through analytical CRM"‚ Industrial Management & Data Systems‚ Vol. 105 Iss 7 pp. 955-971 Access to this document was granted through an Emerald subscription provided by 562989
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Computer Center‚ Lu Dong University‚264025‚Yantai sun_zhonghong@sina.com Abstract This report explores CRM’ s implication on information‚ business strategy‚ as well as an issue which will influence successful implementation of CRM . Furthermore‚ this report analyzes factors which will barrier or promote information flow within organization. Through facilitating information flow across organization‚ CRM systems can assist organizations to have better understanding of customers‚ therefore to increase customer
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HKU164 rP os t 11/09/01 Grey Worldwide: Strategic Repositioning Through CRM py o Chaotic media and communications market conditions and downward industry pressure on commission margins forced Grey Worldwide Hong Kong and China (Grey WW-HK/China) to conceive a CRM philosophy called Grey Relationship Management (GRM) in 2001‚ to reposition itself through defined e-marketing and CRM strategies for the Asian market‚ particularly China.1 Facing threats from a changing and fiercely
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Introduction Customer Relationship Management (CRM) is an important part of any companies ’ sales mix. As part of a sales mix‚ companies must have a strong sales team; a well planned and executed marketing strategy‚ and a method to record pertinent information to manage customer relations. A CRM system is an important part in any company. They have a variety of uses from holding basic information such as names and address‚ to holding other information including relationship history‚ contract information
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