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Chapter 11
Customer Relationship Management and Supply Chain Management
Chapter 11
Case 1 Amazon
Case 2 VIP Auto Appearance Center
Chapter 11
Defining CRM
Chapter 11
Chapter 11
Case 3
Customer Touch Points
Data Consolidation
Chapter 11
Chapter 11
Operational Customer Relationship Management Systems
Customer-Facing Applications
Customer Service and Support
Refining the call center
Sales Force Automation
Chapter 11
Marketing
Campaign Management
Search and Comparison Capabilities
Technical and Other IS
Loyalty Programs
Chapter 11
Analytical Customer Relationship
Chapter 11
Other Types of Customer Relationship Management Systems
Supply Chains
Chapter 11
Imperial Sugar
Solutions to Supply Chain Problems
IT Support for Supply Chain Managment
Chapter 11
Chapter 11
Chapter 11
Chapter 11
