Download PDF by Federico Rajola: Customer Relationship Management: Organizational and

Download PDF by Federico Rajola: Customer Relationship Management: Organizational and

By Federico Rajola

Companies and monetary associations are using operational info structures in a good approach. whereas they've got consolidated a robust point of information in administration details platforms, there's nonetheless a scarcity of information at the correct option to observe buyer dating administration (CRM) platforms below a enterprise standpoint. lots of the businesses are nonetheless having difficulties in comparing how CRM can meet with the anticipated effects. the extent of complexity is perceived either less than a technological and organizational standpoint. a whole innovation method and heavy swap administration tasks can be ensured as a way to have potent and profitable structures. This ebook bargains a fantastic theoretical and useful standpoint on tips on how to face CRM tasks, describing the main applicable applied sciences and organizational concerns that experience to be thought of. a few explaining instances were integrated as well.

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Extra info for Customer Relationship Management: Organizational and Technological Perspectives

Sample text

Data mining. 1 Standard Query These are the simplest methods available to the user for interrogation of the system. A query is a request for information directed to a database. The typical output is a report. Standard queries are defined during the creation of the system: therefore, they do not have to be rewritten every time. An example of query could be: Show the list of all loans granted in January 2001. The hypothesis at the base of the standard query is of the strong type: in other words, the customer is aware of a particular business phenomenon and wishes to have more information about it.

G. day-month-year). g. g. operational applications in the banking context). Data are stored to allow easy reading and elaboration by the users. Therefore, the objective is not to minimize redundancy through normalization, but to provide structured data that are able to foster information production. There is a transition from function-oriented design to data modelling, in order to create a multidimensional view of the data themselves (Inmon, 1996; Kimball, 1996). • Time variant The data stored in the DWH have a much wider time horizon than those contained in an operational system.

CRM operational technologies include "customer interaction" applications, integrated within front, back and mobile office. It offers a number of different utilities, such as: anagraphical data of each customer, highlighting of his attitudes and preferences, information on operations carried out (operational or inquiries, such as acquisitions or transfers) per channel, operational management of inbound and outbound marketing campaigns, and acquisition of an updated profile for each customer. The operational CRM also supports back office activities (order management, supply chain and transactions with the bank's information system), front office activities (service automation, marketing automation, sales force automation) and mobile office activities concerning branch personnel, financial promoters and all other sales support services.

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