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Crm, Customer Relationship Management

In: Computers and Technology

Submitted By alisouiyah
Words 9056
Pages 37
Major Vendors 5
Current Offerings 6
Reasons for Adopting CRM: The Business Drivers 9
Cost Goals 10
Size of the CRM Industry 12
Vendors 13
Technology and Service 15
Key CRM Tasks 20
IT Factors of CRM Tasks 22
Cost and time 24
Benefits 25
ROI of CRM Projects 27
Customer Privacy 28
Technical Immaturity 30
Amazon.Com 31
Dell 32
Volkswagen 33
Wells Fargo 34
C1. Simple Approach 45
C2. More Sophisticated Calculation 46
C3. Effect of Loyalty Programs 47
C4. Additional Factors to Consider 49
C5. The Arithmetic of Lifetime Value 49
C6. Example: Applying Lifetime Value Concepts in Banking 51
C7. Summary and Conclusions on Lifetime Value 53
Version 3-6
March 23, 2001
Paul Gray
Jongbok Byun
Over a century ago, in small-town America, before the advent of the supermarket, the mall, and the automobile, people went to their neighborhood general store to purchase goods. The proprietor and the small staff recognized the customer by name and knew the customer's preferences and wants. The customer, in turn, remained loyal to the store and made repeated purchases.
This idyllic customer relationship disappeared as the nation grew, the population moved from the farm communities to large urban areas, the consumer became mobile, and supermarkets and department stores were established to…...

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