Professional Documents
Culture Documents
4) CRM
Strategy
Implementation
• CRM solutions :
• Sale Force Automation(SFA),
• Customer Service Support(CSS),
• Campaign Management (CM),
• Personalization and Content Management
Analytical Projects
• Leverages resources created by operational projects
• Major activities:
• Customer data transformation- data warehousing, data integration
• Customer knowledge discovery-data analysis, prediction based on
results
Analytical CRM projects
• Customer demographic analysis and customer behavior modeling
• Availability of information
CRM Implementation Matrix
Analytical
CRM
Management
Dimension Operational
CRM