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CIM CRM Workshop
1.
Wednesday 13 April
2011 CIM CRM Workshop 1
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Strategic Framework for
CRM
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The Nature of
Customer Encounters
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CRM depends on
overall perception of the company
38.
So where does
it fit?
39.
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INFORMATION Technology
41.
The Architecture of
eRM
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44.
Sales Pipeline
45.
46.
Sales can see
service logs
47.
Service team can
see Sales logs
48.
Monitoring activity
49.
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Goldmine Example
51.
52.
53.
54.