Saylor URL: http://www.saylor.org/books Saylor.org
- Technology can be used to allow an online business to interact personally with a Web visitor. Customers
can get unbiased reviews from others online. - Customer relationships are no longer driven by telephone contact centers, but instead by blogs, Twitter,
e-mail, and IM, as well as CRM channels both pre- and postsale. - There are several types of CRM in organizations: operational, analytical, sales-force automation, and
collaborative CRM.
EXERCISES
- Visit Comcast’s page on Twitter (http://www.twitter.com/comcastcares). Study the posts on the page to
see how people are talking to Comcast, and how Comcast responds. Describe what you see. - As discussed above, sales-force automation uses CRM software to manage sales cycles. Consider how this
may impact business. How do you think businesses managed this type of data before CRM software
existed?