CRM

What is CRM

Difficulties in CRM

What are CRM systems
(2)

What functions CRM
(4)

CRM Capabilities
(4)

What are touch points

CRM Software

ERM

PRM

Operational CRM

Operational CRM uses tools for

Sales force automation
(10)

Customer Service
(9)

Marketing
(10)

Analytical CRM
(5)

Sources of data
(2+2)

Touch points

Customer Lifetime
(3)

Difference between operational and analytical
(3)

Companies that provide CRM

FC Bayern Munchen
LV= (London Victoria)

Advantgages of CRM
(6)

Churn rate

Disadvantages of CRM