Customer Relationship Management (CRM) - Semantic Scholar
Customer Relationship Management (CRM) Systems
MIS 4133 Software Systems
Outline
CRM and CRM System Phases Applications CRM Software Capabilities Aspects of CRM Market Segments Business Value Performance Metrics Success Stories Challenges CRM, ERP, and SCM Systems Integration
CRM
Used to maximize the benefits of a company's customer assets.
Used as a technology and business discipline.
Seeks to optimize revenue, profitability, customer satisfaction, and customer retention.
CRM System
CRM system ? provides integrated approach to all aspects of company-customer interaction
Marketing Sales Support / Service
CRM Phases
1. Technology Automate existing processes
2. Integration Cross functional integration to create a customized view of the customer
3. Process Eliminate unnecessary activities, improve outdated processes, and redesign activities
4. Customer-driven Focus on understanding customer first and then move to inward operations
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