Tools 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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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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Berhad (012‚ 017‚ 0142) and Digi Telecommunications Sdn. Bhd (016‚ 010‚ 0146‚ 014-30‚ 014-31‚ 014-32) while another minor company which is U-mobile (018). Basically the main competitive factors in the mobile services market are network coverage‚ customer service quality‚ pricing / promotion and brand popularity. First and foremost‚ our group is going to show some short briefing to those telecommunications companies: - Telekom Malaysia Berhad‚ formerly a government agency‚ Jabatan Telekom Malaysia
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The Information technology industry‚ where nothing is predictable and constant change has become a usual trend‚ is now on its new phase of its evolution stages. According to Richard L. Nolan‚ MBA Class of 1942 Professor of Business Administration: “Information Technology is no longer being used as just a tactical resource‚ it’s now fundamentally influencing business strategy and competition” (http://www.alumni.hbs.edu/bulletin/1997/april/text/theory_text.html 04.02.06). This paper will examine and
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Business Intelligence Solutions HSBC sparks CRM with the Customer Management Assessment Tool (CMAT) As competition in the finance sector continues to heat up‚ the idea of implementing savvy Customer Relationship Management (CRM) strategies has moved from the “nice-tohave” category onto the critical path for most companies. Analysts’ predictions have fuelled the fire. A worldrenowned firm predicts as much as a 900% increase in CRM spending in the industry over the next five years. The complexities
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CHAPTER Introduction to Wireless LANs CWNA Exam Objectives Covered: Identify the technology roles for which wireless LAN technology is an appropriate application: Data access role Extension of existing networks into remote locations Building-to-building connectivity Last mile data delivery Flexibility for mobile users SOHO Use Mobile office‚ classroom‚ industrial‚ and healthcare 1 In This Chapter The Wireless LAN Market Applications of Wireless LANs 2 Chapter 1
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1. How can information systems and technologies help to achieve the six strategic business objectives mentioned in the textbook? Illustrate your answer with an example for each objective. Firstly by using information systems and technologies‚ the outcome of successful grade of efficiency and productivity‚ and better information management are able to help on achieving operational excellence. Like before online or phone orders were being placed in a large warehouse which contains uncountable
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Media students/10/c 3/2/06 8:34 am Page 350 UDY: RESEARCHING MOBILE PHONE TECHNOLOGIES 1 2 3 4 5 6 7 • Getting started • Using Wikipedia • Company websites • Keeping your eyes and ears open A common media debate concerns the impact of new media technologies. In this case study we will consider ways of accessing and using research material for such a debate. Depending on your course‚ you may be asked to give a short written answer to a relatively
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application for retrieving‚ presenting and traversing information resources on the World Wide Web. An information resource is identified by a Uniform Resource Identifier (URI) and may be a web page‚ image‚ video or other piece of content.[1] Hyperlinks present in resources enable users easily to navigate their browsers to related resources. Although browsers are primarily intended to use the World Wide Web‚ they can also be used to access information provided by web servers in private networks or files
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Abstract LensCrafters Company started in 1983 a process of having eyeglasses made with an hour. Show great customer service with doctors‚ laboratory technician and eyeglass frames in store locations. In this case study characteristics of LensCrafters will be reviewed on many levels. The topics of chose range from Customer Benefit Package (CBP)‚ strategy and competitive priorities‚ service delivery system design‚ and service encounter design. In the readings below‚ the write has developed an analogy
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