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CRM system. Theoretical Framework CRM Customer relationship management (CRM)
is a multifaceted process, mediated by a set of information ...
... Every function of CRM is considered important to a company in implementing a successful
CRM system. ... Implementing a CRM system can be very expensive. ...
... A CRM system is an important part in any company. They ... levels. What is a CRM
System? Defining a CRM system is difficult to do at best. ...
... solution. The existing CRM system could not adequately meet brands’ need
for fast, simple yet comprehensive reports and analyses. It ...
... The evaluation process was quick, and Siebel was determined to be the stronger and
more adaptable CRM system to Indigo’s needs because of its full blown ...
Submitted by nisnis on May 3, 2008
Category: Technology
Words: 474 | Pages: 2
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Theoretical Framework
CRM
Customer relationship management (CRM) is a multifaceted process, mediated by a set of information technologies, that focuses on creating two-way exchanges with customers so that firms have an intimate knowledge of their needs, wants, and buying patterns. In this way, CRM helps companies understand, as well as anticipate, the needs of current and potential customers. (Bateman, T., & Snell, S, 2007, cited in Wikipedia: CRM).
According to Turban, E., Leidner, D., McLean, E. & Wetherbe, J. (2006), CRM is basically a simple idea: Treat different customers differently because their needs differ and their value to the company may be different. (p. 318).
Knowledge Management
According to Turban, E., Leidner, D., McLean, E. & Wetherbe, J. (2006, p. 367-368):
Knowledge management is a process that helps organizations identity, select, organize, disseminate, and transfer important information and expertise that are part of the organization’s memory and that typically reside within the organization in an unstructured manner. This structuring of knowledge enables effective and efficient problem solving, dynamic learning, strategic planning and decision making, Knowledge management initiatives focus on identifying knowledge, explicating it in such a way that it can be shared in a formal manner, and leveraging its value through reuse.
Data Warehouse
Data warehouse is a repository of subject-oriented historical data that are organized to be accessible in a form readily acceptable for analytical processing activities such as data mining, decision support, querying and other applications. The major benefits are (1) the ability to reach data quickly since they are located in one place, and (2) the ability to reach data easily and frequently by end users with web browsers. (Turban, E., Leidner, D., McLean, E. & Wetherbe, J., 2006, p. 418):
OLAP
Online analytical processing (OLAP) is...
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