Lecture Business driven technology (Business plug-in): Chapter 9 - Paige Baltzan, Amy Phillips

Chapter 9 - Customer relationship management. In this chapter students will be able to: Describe the three CRM technologies used by marketing departments; describe and differentiate the CRM technologies used by sales departments and customer service departments; compare customer relationship management, supplier relationship management, partner relationship management, and employee relationship management; summarize the future of customer relationship management.