Customer Relationship Management讲座.ppt


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******@:+,paniesofIBMandHewlett-PackardinFinance,-techworldandflairforworkingwithinternationalclientshasledhertopositionsfrommanagingbusinessfinancestomanagingbusinesssystemprojects,toconsultingonenterprisesystems,tomanaginginternationalmarketingprogramstomanaginginternationaltechnologyande-,.-'sappreciationofthemountainshasbroughthertoGrenoble,:2ClassScheduleToBeFinalizedSharonCrost3/18/2020Slide:******@:+:Dyché,:ABusinessGuidetoCustomerRelationshipManagement,Boston:Addison-Wesley,:4PresentationofCourse-RMTechnologyTechnologyFrameworkInfrastructureAlternativesManagingCRMprojectsandFollow-up AnalyzingthedataMeasuringResultsOngoingimprovementApplyingCRMtobusinesscasesandstudentprojectsApplyingCRMandReviewStudentProjectsCourseDiscussion/evaluationSharonCrost3/18/2020Slide:5PresentationofCourse(style)ACTIVE!–ideas,facilitation,resourcesSharonCrost3/18/2020Slide:6PresentationofCourse–evaluationIndividualevaluationbasedonstudentparticipationandunderstandingofCRMconceptsSharonCrost3/18/2020Slide:7CRMStudentProjectBusinessObjectiveCRMstrategytomeetthebusinessobjectiveInfrastructureandProcesssupportingtheCRMstrategyOngoingManagementoftheprogramBusinessResultsandFollow-upSharonCrost3/18/2020Slide:8IntroductionsUsing« post-it »paperlistthreeofeach:WhatIknowaboutCRM(3thoughtson3separatepiecesofpaper)WhatIwanttoknowaboutCRM(3thoughtson3separatepiecesofpaper)SharonCrost3/18/2020Slide:9DiscussionCase#’spurchaseexpe

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