Chapter 11 .

Assalamualaikum, tonight i'm very sleepy but i tried my best to complete this entry :)
this entry is about Building Customer-Centric Organization-Customer Relationship Management.

CRM enables organizations to :
- provide better customer service
-make call centers more efficient
-cross sell products more effectively
-help sales staff close deals faster
-simplify marketing and sales process
-discover new customers
-increase customers revenues

Evolution of CRM

Operational CRM : support traditional processing for day to day front office operations or systems that deal directly with customers

Analytical CRM : supports back office operations and strategic analysis and includes all systems that do not deal directly with the customers.

CRM success factors :

• clearly communicate CRM strategy
• define information needs and flows
• build an integrated view of the customer
• implement in iterations
• scalability for organizational growth.

OK ! WE FINISHED CHAPTER 11 ! yeay !

wait, there is 1 more chapter ! ^^