Chapter 11 Customer Relationship Management and Supply Chain Management.

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Chapter 11 Customer Relationship Management and Supply Chain Management

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Transcript of Chapter 11 Customer Relationship Management and Supply Chain Management.

Page 1: Chapter 11 Customer Relationship Management and Supply Chain Management.

Chapter 11

Customer Relationship Management and Supply Chain Management

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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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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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Customer Relationship Management and Supply Chain Management

Customer Relationship Management and Supply Chain Management

CHAPTER 9 Customer Relationship Management and Supply Chain Management 1 Copyright John Wiley & Sons Canada.

CHAPTER 9 Customer Relationship Management and Supply Chain Management 1 Copyright John Wiley & Sons Canada.

Topic 5 – Supply Chain Business Processes Outline 1.1Customer Service Relationship Management 1.2Customer Service Management 1.3Demand Management 1.4Customer.

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THE EMPLOYEE-PUBLIC-ORGANIZATION CHAIN IN RELATIONSHIP ... · PDF fileTHE EMPLOYEE-PUBLIC-ORGANIZATION CHAIN IN RELATIONSHIP MANAGEMENT: A CASE STUDY OF A GOVERNMENT ORGANIZATION by

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A Study on Relationship between Inventory Management and ... · PDF fileA Study on Relationship between Inventory Management and Company Performance: A Case Study of Textile Chain

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Customer Relationship Management · Sales Management Product Management Project Management Planning and Scheduling Supply Chain ... accurate sales forecasting and pipeline analysis.

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Introduction to Global Supply Chain Management Module Five: Product Sales, Distribution Customer Relationship Management 1.

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SUPPLY CHAIN MANAGEMENT SYSTEM (SCMS) (SUPPLIER ... · SUPPLY CHAIN MANAGEMENT SYSTEM (SCMS) (SUPPLIER RELATIONSHIP MANAGEMENT MODULE) Title : Update Company Information ... (SCMS)

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