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ITM 309 Customer Relationship Management Dr. Frederick Rodammer Michigan State University Eli Broad College of Business [email_address] November 10, 2008
Today’s Learning Objectives ,[object Object],[object Object],[object Object],[object Object],[object Object]
CLOSING CASE THREE Ritz-Carlton ,[object Object],[object Object]
Customer Relationship Management: Definition The use of information technology to create a cross-functional enterprise system that integrates and automates many of the customer-serving processes in sales, marketing, and customer services that interact with a company’s customers
Operational and Analytical CRM ,[object Object],[object Object]
USING IT TO DRIVE ANALYTICAL CRM ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Using IT to Drive Operational CRM
Marketing and Operational CRM ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
CRM EXPLOSIVE GROWTH ,[object Object]
CRM SUCCESS FACTORS ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
CRM Failures ,[object Object],[object Object],[object Object]
CURRENT TRENDS: SRM, PRM, AND ERM ,[object Object],[object Object],[object Object],[object Object]
FUTURE CRM TRENDS ,[object Object],[object Object],[object Object],[object Object],[object Object]
ITM 309 Homework ,[object Object],[object Object]

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Lecture Slides 11 10 08

  • 1. ITM 309 Customer Relationship Management Dr. Frederick Rodammer Michigan State University Eli Broad College of Business [email_address] November 10, 2008
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  • 4. Customer Relationship Management: Definition The use of information technology to create a cross-functional enterprise system that integrates and automates many of the customer-serving processes in sales, marketing, and customer services that interact with a company’s customers
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  • 7. Using IT to Drive Operational CRM
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