This is a Business Intelligece virtual library(wiki). We cover Business Intelligence, with its integrated components: Enterprise Resource Planning, Customer Relationship Management, Supply Chain Management, Data Integration, Intelligent Data Analysis and so forth, from both economical and IT perspectives.
Defining CRM

Customer Relationship Management is the management of all interactions between the customers and your organizational entity. CRM should be implemented by all organizations, whether we speak of profit or nonprofit ones.

From the SCM perspective, CRM should be implemented on each stage, by every supplier, and assures the success of the supply chain together with ISCM and SRM.


Goals
  • create& maintain relationships with customers
  • develop an identity for the organizational entity implementing CRM
  • increase sales through anticipation of customer needs
  • assure success in breaking new markets
structure

The Marketing, Sales and Services CRM modules run across three levels:
  • operational - automation of basic business processes
  • analytical - analysis of customer data and behaviour
  • collaborative - communication with clients
Modules vs Levels Marketing Sales Services
operational Enterprise Marketing Automation (EMA) - provides information about the business environment including information on
  • competitors
  • industry trends
  • macroenvironmental variables
 Sales Force Automation (SFA)
  • forecasting
  • sales administration
  • tracking customer performances and demographics
  • performance management
  • lead management
  • account management
  • contact management
  • quote management
Customer Service and Suport(CSS)
  • service requests
  • complaints
  • product returns and enquiries
analytical identify means to enhance company's relationship with it's clients optimising sales coverage, financial forecasts, price optimization, product development, risk assessment and management identifying valuable customers, demographical and other types of customer profiling, evaluating and improving cutomer satisfaction, fraud detection
collaborative providing efficient communication with and access to information for customers across a variety of communications channels, with emphasis on online services

Bibliography
Customer Relationship Management
W i k i
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