Building An Effective WebBased CRM Infrastructure
2页1、ChapterChapterChapter 8:8:8: TermsTermsTerms & & ConceptsConceptsConcepts Objectives of TPSsMIS Report TypesTypes of transactions in TPSsBatch vs. Online processingBenefits of Internet TPSComponents of Accounting & Finance systemsComponents of Channel systemsBenefits of CRMPurpose of Inventory systemsUses of CAD/CAMUses of IT in Human ResourcesBenefits of ERPTypes of inter-organizational information systemsBuilding An Effective Web-Based CRM InfrastructureBY PHILIP J. MACLAREN. AND EPHRAIM FRANK
2、EL It is apparent that companies need to implement an effective CRM strategy in order to survive and thrive. Which solution they implement depends on the organizations culture and overall strategy. Regardless of the type of solution selected, companies need to look at CRM on a lifecycle basis, which encompasses customer acquisition through retention.Telemarketing carried out by untrained, overaggressive representatives who call customers at dinnertime is not CRM. (This can upset the hard-won rel
3、ationship the company has built with the customer.) Also, to maximize customer comfort and satisfaction, companies must allow customers to interface with them from any touch point, such as Web, IVR, phone and even in-person meetings. However, over-use of technology can backfire and is potentially devastating since customers simply may not be comfortable using interfaces such as the Web.What then is the key to CRM success? An appropriate combination of technology and people. Remember, CRM is not
4、a product or service. It is an overall business strategy that enables companies to effectively manage relationships with their customers.The primary goal of CRM is to build a single, integrated, corporate-wide view of the customer, enabling the company to maximize the customers experience. By integrating front- and back-office systems to include records of all customer contact, purchases, requests for information and technical support, the corporation can present a single face to the customer an
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