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What is CRM System

Chapter 696
Encyclopedia of Information Science and Technology, Third Edition
An information system that documents the historical and current relations and interactions between service providers and their customers, including their contracts, service use habits and complaints. CRM systems should be integrated to preventive service systems to determine which customers should be notified about potential service failures (for example, due their size or due to their scope of activities) and how they should be notified about them (for example, via email or SMS).
Published in Chapter:
Constructing New Venues for Service Improvements Using the Architecture of Preventive Service Systems
Elad Harison (Shenkar College of Engineering and Design, Israel) and Ofer Barkai (Shamoon College of Engineering, Israel)
Copyright: © 2015 |Pages: 10
DOI: 10.4018/978-1-4666-5888-2.ch696
Full Text Chapter Download: US $37.50 Add to Cart
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Chapter 20
Impact of 2.0 on Contemporary Marketing
Information system incorporating a set of subsystems to support the diverse activities of Customer Relationship Management.
Published in Chapter: Impact of 2.0 on Contemporary Marketing; From: Handbook of Research on Enterprise 2.0: Technological, Social, and Organizational Dimensions
Full Text Chapter Download: US $37.50 Add to Cart
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