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Information and technology management (Technology options for CRM…
Information and technology management
Data repository
all company's data bases must be combined
Technology options for CRM
enteprise data warehouse
integrated CRM solutions
data marts
Tactical data base with decision support system
Choosing technology solutions
scalability
Analytical tools
Data mining
segmentation. predictions, link analysis
neutral networks, decision trees
visualisation (i.e. histograms)
Task specific tools
Market segmentation analysis
affinity grouping
Identify individual data items that tend to be associated with another
Churn management
Easy switching (i.e. telecom, banking)
Customer profiling
Model customer activity
Profitability analysis
Analytical processing
IT Systems
Computer hardware
Related software
Front-office and back-office applications
FOA
сall center
campaign mgt
Sales force automation
Integrating analytical and operational CRM
Data protection, privacy