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Lecture Slides 11 05 08

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ITM 309 Customer Relationship Management Dr. Frederick Rodammer Michigan State University Eli Broad College of Business [email_address] November 5, 2008
Today’s Learning Objectives ,[object Object],[object Object],[object Object]
OPENING CASE Mini Cooper – Customer First ,[object Object],[object Object],[object Object]
CUSTOMER RELATIONSHIPS ,[object Object],[object Object],[object Object]
Customer Relationship Management: Definition The use of information technology to create a cross-functional enterprise system that integrates and automates many of the customer-serving processes in sales, marketing, and customer services that interact with a company’s customers
Customer Relationship Management ,[object Object],[object Object],[object Object],[object Object],[object Object]
CRM Benefits ,[object Object],[object Object],[object Object],[object Object]
BUSINESS BENEFITS OF CRM ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
CRM BASICS ,[object Object],[object Object],[object Object],[object Object]
The Evolution of CRM ,[object Object]
The Evolution of CRM ,[object Object],[object Object],[object Object]
The Evolution of CRM
Operational and Analytical CRM ,[object Object],[object Object]
MINI CASE: ANALYTICAL CRM ,[object Object],[object Object],[object Object]
ITM 309 Homework ,[object Object],[object Object],[object Object]

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Lecture Slides 11 05 08

  • 1. ITM 309 Customer Relationship Management Dr. Frederick Rodammer Michigan State University Eli Broad College of Business [email_address] November 5, 2008
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  • 5. Customer Relationship Management: Definition The use of information technology to create a cross-functional enterprise system that integrates and automates many of the customer-serving processes in sales, marketing, and customer services that interact with a company’s customers
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