Chapter 11
Customer Relationship Management and Supply Chain Management
Chapter 11
Case 1 Amazon
Case 2 VIP Auto Appearance Center
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Defining CRM
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Case 3
Customer Touch Points
Data Consolidation
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Chapter 11
Operational Customer Relationship Management Systems
Customer-Facing Applications
Customer Service and Support
Refining the call center
Sales Force Automation
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Marketing
Campaign Management
Search and Comparison Capabilities
Technical and Other IS
Loyalty Programs
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Analytical Customer Relationship
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Other Types of Customer Relationship Management Systems
Supply Chains
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Imperial Sugar
Solutions to Supply Chain Problems
IT Support for Supply Chain Managment
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Chapter 11
Chapter 11
Chapter 11