Education Department of Business Administration Customer Relationship Management c55fb2db164da7c3d0dd3d66d2235cce.doc LECTURE OBJECTIVES Understand relationship marketing. Understand the differences between relationship marketing and transaction marketing. Understand customer relationship management Identify the essential concepts on customer relations – customer satisfaction and customer loyalty 1. Understand Relationship Marketing 1.1 What is ‘Relationship Marketing’? Marketing
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Competing with Information Technology McGraw-Hill/Irwin Copyright © 2008‚The McGraw-Hill Companies‚ Inc. All rights reserved. 2008 The McGraw-Hill Companies‚ Inc. All rights reserved. Learning Objectives • Identify basic competitive strategies and explain how a business can use IT to confront the competitive forces it faces • Identify several strategic uses of IT and give examples of how they give competitive advantages to a business • Give examples of how business process reengineering
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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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In the package delivery business‚ information technology has transformed the industry by allowing companies like UPS to operate in a near real time environment. The speed of delivery has increased through the use of computer systems which connects companies directly to their customers. According to Laudon (2013)‚ by utilizing technology such as bar-coded labels and handheld communication devices like the UPS Delivery Information Acquisition Device (DIAD) companies can plan for the most efficient
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Using value-chain analysis to discover customers’ strategic needs David W. Crain and Stan Abraham David Crain‚ a marketing and strategy consultant‚ is visiting professor of marketing at Whittier College‚ CA‚ and former Director of Marketing at Fluor Corporation (davidwcrain@aol.com). Stan Abraham is professor of strategy and entrepreneurship at Cal Poly Pomona (scabraham@ csupomona.edu) and author of Strategic Planning: A Practical Guide for Competitive Success (Thomson South-Western‚ 2006).
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“Information technology and business are becoming inextricably interwoven. I don’t think anybody can talk meaningfully about one without the talking about the other.” -Bill Gates Nowadays‚ the internet has become an integral and essential part of daily living that majority of people have become attached to it and while some had taken it for granted. The many uses of the internet‚ running the gamut from personal communication to business services‚ have guaranteed that this robust technology is
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Delivering Customer Value – Customer Relationship Marketing Introduction In the past few decades Customer relationship was none existence with business organization making no effort to build relationships with its customers. But since then strong competition has forced business to form long lasting relationships with its customers‚ if it needs to stay in business. The term Customer Relationship Marketing first emerged during the 1990’s. It was made possible due to the advancement in IT and
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Advancements in information technology have had many great benefits on society. It has revolutionized the phase of business and living around the world. Information Technology has made Local businesses become international due to a simple website. Information technology (IT) is the use of computers and telecommunications equipment to store‚ retrieve‚ transmit and manipulate data. The term is commonly used as a synonym for computers and computer networks‚ but it also encompasses other information distribution
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Management III Semester TABLE OF CONTENTS S.NO | CONTENT | PAGE NO. | 1. | Introduction | 02 | 2. | Background | 02 | 3. | Operations | 03-04 | 4. | Connecting with the Customer base | 04-05 | 5. | CRM Strategies | 06-11 | 6. | Customer Policies | 12 | 7. | Conclusion | 13 | 8. | Bibliography | 14 | Let them know you appreciate them. Make good on all your mistakes
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Making sense of customer relationship management Software applications that automate the marketing‚ selling and service functions of the businesses. Levels of CRM: ◦ Strategic CRM ◦ Operational CRM ◦ Analytical CRM Winning and keeping profitable customers Focused on the development of a customer – centric company Three other major business orientations: ◦ Product – centric ◦ Production centric ◦ Sales – centric Focused on: ◦ marketing automation
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