Chapter11 - Student - PPT - CRM
Chapter11 - Student - PPT - CRM
Chapter11 - Student - PPT - CRM
McGraw-Hill/Irwin
Learning Outcomes
11.1 Compare operational and analytical customer relationship management 11.2 Identify the primary forces driving the explosive growth of customer relationship management 11.3 Define the relationship between decision making and analytical customer relationship management 11.4 Summarize the best practices for implementing a successful customer relationship management system 11-2
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Second Life
1.Why is it important for any company to use CRM strategies to manage customer information? 2.How are CRM strategies in Second Life different from CRM strategies in the real world?
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Second Life
3. If the virtual world is the first point of contact between a company and its customers, how might that transform the entire shopping experience?
4. How could companies use Second Life to connect with customers that would be difficult or too expensive in the real world?
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In 2000, the company launched the RitzCarlton Leadership Center, where anyone can study the brands cult of customer service for $2,000 11-16
2. Determine which of Ritz-Carltons six steps of customer service is the most important for its business 3. Rank Ritz-Carltons six steps of customer service in order of greatest to least importance in a CRM strategy for an online book-selling business such as Amazon.com
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5.
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