Chapter 11
BUILDING A CUSTOMER-CENTRIC ORGANIZATION-CUSTOMER RELATIONSHIP MANAGEMENT
- Customer Relationship Management (CRM) is important because it allow organization to provide better customer service , make call centers more efficient and can make new customer besides can make loyalty customer.
- There is three things CRM have do. There is reporting , analyzing and predicting.
- Reporting
is organization asking what happened. They have to know customer total revenue , their inventory level , and what product customers always buy
- Analyzing
is asked why it happened. They have to analyze why production slow , where is their customers and forecast to meet customer demand.
- Predicting
is asking what will happen. They have to predict what will customer buy , best way to reach the customer and transaction might be fraudulent.
All this information will transfer into database for organization to make decision making process.
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