increasing competition. From the information technology perspective, IT department wants to change from a single dominant IT system – the property management system to a system that has ability to understand its customers better, create loyalty, and cross-sell its offerings. To achieve the goal, first thing we need replace the CLS system with a Property Management System that is capable of interfacing with Guestware and supports a POS function. Since Canyon Ranch had a decentralized IT infrastructure,
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Customer Relationship Management at Maruti Suzuki Submitted on 20-Feb-2012 Group#08 (Section B) Basu Agarwal Bikram Satapathy Saloni Goel Shruti Mishra Srinivas Dhenuvukonda (FT12416) (FT12417) (FT12455) (FT12462) (FT12467) Great Lakes Institute of Management, Chennai 1 Index Page 1.0 2.0 Introduction Various Technologies at Maruti Suzuki Level of CRM 3.0 Analytical CRM 3.1 3.2. 3.3 3.4 4.0 Data base Direct marketing-Data analysis Cross-selling of various value added services 5 5 6
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Customer Relationship Management at Maruti Suzuki Submitted on 20-Feb-2012 Group#08 (Section B) Basu Agarwal Bikram Satapathy Saloni Goel Shruti Mishra Srinivas Dhenuvukonda (FT12416) (FT12417) (FT12455) (FT12462) (FT12467) Great Lakes Institute of Management, Chennai 1 Index Page 1.0 2.0 Introduction Various Technologies at Maruti Suzuki Level of CRM 3.0 Analytical CRM 3.1 3.2. 3.3 3.4 4.0 Data base Direct marketing-Data analysis Cross-selling of various value added services 5 5 6
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functions such as accounting, manufacturing and marketing. Integrations are achieved by using middleware. Middleware translates information between disparate systems 2. Describe supply chain management (SCM) and its role in supporting business operations. Supply chain management (SCM) the management of information flows between and among activities in a supply chain to maximize total supply chain effectiveness and profitability. Role in the supporting business operations: Materials flow
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Buttle’s (2009) Forward Customer relationship management’s impact in the commercial marketplace cannot be undervalued. Despite traditional economic theory on market entry and pricing prescribing that enterprises should engage customers through prefabricated reactions and interactions given the customer event taking place, the nature, impact and reach of the power of enriching customer experiences has emerged in 2008. Yet, one of the most common mistakes made by global companies is to view CRM as
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Associate Level Material Appendix D Customer Relationship Management (CRM) Review the examples of Customer Relationship Management (CRM) characteristics found in the table below. In your own words describe at least three activities that represents each characteristic of a CRM plan; share of customer, lifetime value of a customer, customer equity or high-value customers. |Characteristic |CRM Activity
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14 3. CRM initiatives at SBI 16 CRM and SBI Life 16 4. CRM initiatives at HDFC Bank 19 About HDFC bank 19 Challenges 20 CRM solutions 20 Results 21 VbV facility for HDFC customers 21 Offers 21 RAP computer telephony integration 22 5. Research Methodology 23 Objective 23 Methodology 23 Demographics of sample 23 Data Analysis 24 Qualitative Analysis
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Case Study #2 Overview of the business problem Before Implementing Microsoft Dynamics customer relationship management system, STIHL Inc. had contact management software in place to give its field sales force a way to record sales call appointments, and record notes from dealer interactions. The current software package was not solving its purpose as it had many issues in its operational and analytical component. Joe Quartararo ecommerce & branch distribution manager describes that they quickly
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Safety-Kleen Replacing CRM System Generates Large Savings and New Efficiencies for Green Company Brief description of the business Safety-Kleen is a leading environmental services company, located in Plano, Texas providing services to over 270,000 customers, and is the largest green developer of re-refining and responsible cleaning solutions in North America. The company is still at the forefront of developing practical green processes for business, just as they were the day the company was founded
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