Chapter 11 Customer Relationship Management

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Presentation transcript:

Chapter 11 Customer Relationship Management and Supply Chain Management

Chapter 11 Case 1 Amazon Case 2 VIP Auto Appearance Center

Chapter 11 Defining CRM

Chapter 11

Chapter 11 Case 3 Customer Touch Points Data Consolidation

Chapter 11

Chapter 11 Operational Customer Relationship Management Systems Customer-Facing Applications Customer Service and Support Refining the call center Sales Force Automation

Chapter 11 Marketing Campaign Management Search and Comparison Capabilities Technical and Other IS Loyalty Programs

Chapter 11 Analytical Customer Relationship

Chapter 11 Other Types of Customer Relationship Management Systems Supply Chains

Chapter 11 Imperial Sugar Solutions to Supply Chain Problems IT Support for Supply Chain Managment

Chapter 11

Chapter 11

Chapter 11

Chapter 11

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