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Worlds Collide.
- Source :
- DM Review; Nov2005, Vol. 15 Issue 11, p60-67, 2p, 1 Diagram
- Publication Year :
- 2005
-
Abstract
- The article provides information on the evolution of customer relationship management (CRM) software in operations management. CRM had two dependent sectors of the paradigm shift. Operational CRM focused on managing customer interactions across multiple channels such as the Web, the sales force and customer service while analyticall CRM focused on understanding the nuances in customer profiles and behavior. The promise of CRM stated that different customers would be treated differently based on value.
Details
- Language :
- English
- ISSN :
- 15212912
- Volume :
- 15
- Issue :
- 11
- Database :
- Complementary Index
- Journal :
- DM Review
- Publication Type :
- Periodical
- Accession number :
- 19504146