Customer Relationship Management Prof. Melvin V. Moraga Learning Objectives • Know what CRM is and its history. • Understand the importance of CRM. • Be aware of the potential benefits and costs of CRM. • Discuss the three phases of CRM. • Understand the four tasks to creating and developing CRM. • List the advantages and disadvantages of CRM. History of CRM B&S RM CIMS CRM e-CRM Time line Late 80’s Early 90’s Mid 90’s 2002 - Future B&S – Buying & Selling RM – Relationship Marketing
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Understanding the Connecticut DDS Home and Community Based Services Waivers: An Introduction to Your Hiring Choices Published by THE STATE OF CONNECTICUT DEPARTMENT OF DEVELOPMENTAL SERVICES 460 Capitol Avenue‚ Hartford‚ CT 06106 Governor Dannel P. Malloy Commissioner Terrence W. Macy May 2012 Dedication We would like to dedicate this manual to the individuals who have committed themselves to making self-directed supports and services possible for all people with intellectual disabilities
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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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Chapter 16 | Hiring and Managing Employees #1) It was announced in January 2003 that the current managing director of the Indian subsidiary of Tel-Comm-Tek (TCT) would resign within a month. TCT immediately began searching for a replacement based upon the following preferences: desire to promote from within‚ selection from a mix of nationals‚ and an emphasis on international experience. A selection committee was chosen to nominate the new managing director for TCT India and the following six
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Sociology 2‚ Social Issues & Problems Section 80528 November 24‚ 2008 The Social Issue of Homelessness Homelessness has always been a major social issue for cities across the nation but in recent years it is reached astonishing proportions. In this essay I will try to summarize ten recently published articles and each of the authors view of homelessness. First I will discuss some of their opinions of the causes of the recent increase of homelessness and who or what is to blame. Next we will
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P2: Explaining different psychological approaches to healthcare practice. In this report‚ I will be explaining the different the six psychological perspectives and their approaches to healthcare practice. These psychological perspectives are the biological‚ behaviourists‚ behavioural‚ psychodynamic‚ social learning and humanistic. Behaviourist approach The behaviourist theory was brought up by Pavlov. It’s an act according to need and reward. Behaviour is reinforced; it could be either punishment
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TOPIC: Define Social Issues THESIS STATEMENT: The term Social Issues may be defined as problems or social conditions that affect members of a society such as poverty‚ domestic violence and gang violence TOPIC SENTENCE OUTLINE POVERTY Poverty is one of the social problems faced by members of a society; it is a condition whereby individuals lack the financial resources to enjoy a minimum standard of living. DOMESTIC VIOLENCE Another devastating social condition is domestic violence‚ since
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behavior; one’s judgement of what is important in life: High standard of morals will set standards of behavior for an individual and help them distinguish between right and wrong. Their values will help them determine what is important in life. And help in moral dilemmas where it’s a case of choosing between right and right as opposed to choosing between right and wrong. Ethics are formulated out of a combination of morals and values and help a person to set certain boundaries for themselves or in the
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Table of Contents Introduction Introduction of customer relationship management 2 Importance of customer relationship management 2 Customer needs Definition 3 Types of customer needs 3 Process of identifying the customer needs…………………………………………………………………………................3 Customer expectations and satisfaction………………………………………………………. Customer expectations……………………………………………………………………………………………………………………………….4 Customer satisfaction……………………………………………………………………………………………………………………………4
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Customer Relationship Management • “The purpose of a business is to create customers” – Peter Drucker • New customers cost you money – money spent on advertising and marketing 1 Company Orientations toward the marketplace 2 CRM Customer Relationship Management (CRM) enables an organization to better management relationships with suppliers‚ distributors‚ and dealers‚ among others 3 CRM • The purpose is to identify‚ retain‚ and place the right kind of customer and foster
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