Business Driven Information Systems 2e
Chapter Nine Overview. SECTION 9.1 ? CUSTOMER RELATIONSHIP MANAGEMENTCustomer Relationship Management FundamentalsUsing IT to Drive Operational CRMUsing IT to Drive Analytical CRMCRM Trends: SRM, PRM, ERMThe Ugly Side of CRM?SECTION 9.2 ? BUSINESS INTELLIGENCEBusiness IntelligenceOperationa
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