advances in customer relationship management

... Customer Relationship Management 1 Daniel Catalán-Matamoros Chapter 2 Customer Relationship Management and Business Intelligence 13 Aida Habul and Amila Pilav-Velić Chapter 3 Investigating ... Popović Chapter 8 Business Intelligence in Telecoms Industry: A Service Oriented Approach 125 Tanko Ishaya and Musiliudeen Folarin Advances in Customer Relationship Management 16'$:0#% ... X)0$5*"*;%65;$*"H$4"6*X%@2"32%3$*%#0$)%@"42%;)6'$)%36+>04"4"6*D%$*#%@"))%(:0%420%EA%$>>)"3$4"6*%$:%$%:45$40;"3%$#-$*4$;0?% ADVANCES IN CUSTOMER RELATIONSHIP MANAGEMENT Edited by Daniel Catalán-Matamoros ! Advances in Customer Relationship Management 200*36(5$;0%3(:46+05:%46%+$B0%65#05:%$*#%46%>(532$:0%>56#(34:%6-05%420%>26*0?%12(:D%X3$))%30*405:X%@050%350$40#%46%>56-"#0%:05-"30:%<65%3(:46+05:%'$:0#%6*%420"5%3$)):%7"*'6(*#%3$)):9D%>05<65+%...

Tài liệu Application of Knowledge Management Technology in Customer Relationship Management pptx

... accessing neces-sary information, resolving inconsistencies in theretrieved information, ﬁltering away irrelevantand unwanted information, and integrating infor-mation from heterogeneous information ... and Process Management RESEARCH ARTICLEKM Technology in Customer Relationship Management 9concerned with coordinating customer relationsacross all business functions, points of interaction,and ... many online businesses (Kalakotaand Robinson, 2001). CRM focuses on providingand maintaining quality service for customers byeffectively communicating and delivering pro-ducts, services, information...

Strategic plan for applying customer relationship management in Vietnam joint stock commercial bank for private enterprises

... customers will be divided into different groups like above. In order to influence the customer behavior, Strategic plan for applying customer relationship management in Vietnam joint stock commercial ... the main objective is not to find new customers, the main objectives in this phase as below (within three year):  Finish procurement, and deploy the software of customer relationship management ... The principle of CRM is that all customers are not the right customers, so in CRM each customer group will be treated in the different ways. The remaining customers represent potential relationship...

Customer Relationship Management: The Winning Strategy in a Challenging Economy pot

... every business is customers. It is by protecting and investing in this single most important asset that companies can establish the foundation for a sustainable business. In fact, improving customer ... optimize the presentation of information for their business. By standardizing customer management functions into a single UI, companies can reduce training and system maintenance costs. Data consolidation ... applications in order to conduct their daily work. Whether employees are executing campaigns, working a sales deal, updating customer information, fielding a customer service inquiry, or taking an...

Customer relationship management

... planning, the organization puts at risk the very customer relationships it seeks to maintain. Customer Relationship Management2 CRM A comprehensiveapproach for creating,maintaining and expanding customer ... data turnedinto information and information turned into acustomer-satisfy-ing action.Implementing CRM is a nonnegotiable in today’s businessenvironment. Whether your customers are internal or ... Kristin is also a member of SOCAP(Society for Consumer Affairs Professionals). When not speaking, training, consulting, or writing, Kristinenjoys on-the-water activities, including racing her...

Customer Relationship Management

... planning, the organization puts at risk the very customer relationships it seeks to maintain. Customer Relationship Management2 CRM A comprehensiveapproach for creating,maintaining and expanding customer ... data turnedinto information and information turned into acustomer-satisfy-ing action.Implementing CRM is a nonnegotiable in today’s businessenvironment. Whether your customers are internal or ... 87Creating an SLA 90Using SLAs to Support Internal Customer Relationships 95Making SLAs Work 978. E-Commerce: Customer Relationships on the Internet 99CRM on the Internet 101Choosing the...

Tài liệu Giải pháp Quản trị Quan hệ Khách hàng (Customer Relationship Management - CRM) docx

... khách hàng, qua đó làm tăng lợi nhuận bán hàng. Marketing Tự động Zoho CRM cung cấp công cụ Quản lý chiến dịch, E-mail marketing và Tạo các chào hàng từ các nguồn khác nhau (như mẫu Web-to-Lead, ... modun cùng với nhiều lựa chọn linh động. Ngoài ra, 25 mẫu báo cáo được sắp xếp theo các modun khác nhau mà có thể được sử dụng ngay để khi tham khảo và nâng cao kinh nghiệm hiểu biết. Quản ... chào hàng), đặc biệt có ích cho việc hợp nhất tổ chức bán hàng của bạn và các hoạt động marketing. Hỗ trợ khách hàng & Dịch vụ Gồm các tính năng Hỗ trợ Khách hàng và Quản lý dịch vụ...

Tài liệu Quản trị mối quan hệ với khách hàng (Customer relationship management - CRM) doc

... trị mối quan hệ với khách hàng (Customer relationship management - CRM) Công ty bạn đã sử dụng CRM chưa? Nếu bạn đã từng mua sản phẩm nước hoa của Calvin Klein tại www.drugstore.com, thì chắc ... không? Vậy Customer Relationship Management là gì? Trong các hoạt động kinh doanh cũng như quản lý hành chính, mỗi công ty đều có những mối quan hệ với khách hàng, với các đối tác kinh doanh ... với khách hàng (Customer relationship management - CRM). Xu hướng sử dụng CRM để tạo dựng và duy trì các mối liên hệ với khách hàng đang ngày càng trở nên phổ biến trong kinh doanh ngày nay....

Tài liệu Customer Relationship Management: A Database Approach - Class 6 pptx

... consider whether a customer is going to be active in the future. Also does not incorporate the expected cost of maintaining the customer in the futurePast Customer Value ∑=+=N1nn in )r1(*GC ... 127 Spending Pattern of a Customer The above customer is worth $302.01 in contribution margin, expressed in net present value in May dollars. By comparing this score among a set of customers ... purchase was made GC in = Gross Contribution of transaction of the ith customer in the nth time period•Since products/services are bought at different points in time during the customer s lifetime,...

Tài liệu Customer Relationship Management - A Databased Approach docx

... been since a customer last placed an order with the company•Frequency-how often a customer orders from the company in a certain defined period •Monetary value- the amount that a customer ... 1•Example:– Customer base: 400,000 customers–Sample size: 40,000 customers–Firm’s marketing mailer campaign: $150 discount coupon–Response rate: 808 customers (2.02%)Recency coding: Analysis–Test ... –BINGO has 5,000 customers with an average expense at BINGO of $150 per month (=share-of-wallet * size of wallet)–The total grocery sales in BINGO’s trade area are $5,000,000 per monthBINGO’s...

Xem thêm