THE ELEVENTH CHAPTER

     

         Are you excited about the other topic as much as I am ? haha. On this chapter the tittle is BUILDING A CUSTOMER-CENTRIC ORGANIZATION - CUSTOMER RELATIONSHIP MANAGEMENT . This chapter is more about how the organization want to build a strong relationship with their customer which its a very important to the company or organization to take care their valuable customers.

Customer relation management (CRM)

CRM can enables an organization :
• Provide better customer services
• Make call centers more efficient
• Cross sell products more effectively
• Discover new customer

The evaluation of CRM

CRM reporting technology : help the organizations identify their customers across other application
CRM analysis technologies : help organization segment their customers into categories such as best and worst customers
CRM predicting technologies : help organizations make predictions regarding customer behavior such as which customers are at risk of leaving

Using analytical CRM to enhance decision

Operational CRM : supports tradisional transactional processing for day to day front office operations or systems that deal directly with the customers
Analytical CRM : supports back office operations and strategic analysis and includes all systems that do not deal directly with the customer

Customer relationship management success factors

• Clearly communicate the CRM strategy
• Define information needs and flows
• Build an integrated view of the customer
• Implement iterations

     Wait patiently for the other chapter okey :) thank you so much for your time .