chapter 11: building a customer organization- customer relationship management

pagi ni nak tengok cerita kum kum, saje nak ucap assalammualaikum...?? today nak continue  in chapter 11, the title is building a customer relationship management that make the customer close with the company. meaning to say that organization will operate based on the customer demand.

customer relationship management enabler to provide better customer service, make call centers more efficient, cross sell products mare effectively, and help sales staff close deals faster and so an.

recency - how recently a customer purchased items
frequency-  how frequency a customer purchased items
monetary value- how much a customer spends on each purchased

in the above is the evolution of CRM

for example, when customer want to do the test driving , a customer can call the company to booking.

in the organization CRM is important to make the sales of product through the demand of the customer. if the organization do not using the CRM that company will do not have the customer relationship.

1. in the organization will using analytical CRM and operational CRM. that has the different meaning and fuction. for operational CRM is to support traditional transaction processing for day to day front-office operations or systems that deal directly with the customer. 
2.  analytical CRM is to support back-office operational and strategic analysis and includes all systems that do not deal directly  with the customer

salam semua.. :)