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What is CRM System

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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Impact of 2.0 on Contemporary Marketing
Information system incorporating a set of subsystems to support the diverse activities of Customer Relationship Management.
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