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CRM: WEEK 13 (4/3-4/7)

CRM: WEEK 13 (4/3-4/7). Last Week Highlights: Classification, Estimation, Regression, Prediction, & Clustering Contact Optimization, Channel Management, Channel Migration, Segmentation Modeling, Channel Value Forecasting XM Satellite Radio Organizational Structure for CRM.

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CRM: WEEK 13 (4/3-4/7)

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  1. CRM: WEEK 13 (4/3-4/7) • Last Week Highlights: • Classification, Estimation, Regression, Prediction, & Clustering • Contact Optimization, Channel Management, Channel Migration, Segmentation Modeling, Channel Value Forecasting • XM Satellite Radio • Organizational Structure for CRM

  2. CRM: WEEK 13 (4/3-4/7) • Monday (4/3) Objectives: • “If you can measure it, you can manage it” • Who is responsible for the relationship??? • What authority does that person have??? • Alignment of Enterprise Capabilities with Enterprise Values with Enterprise Organizational Structure.

  3. CRM: WEEK 13 (4/3-4/7) • Enterprise Capabilities – IDIC Model and supporting IT & Personal • Enterprise Org. Structure – Org charts, customer manager, and authority • Enterprise Values – mission, vision and resulting goals/objectives: “Customer responsiveness is in the pores and capillaries of Capital One”. • FIT >>> FIT >>> FIT

  4. CRM: WEEK 13 (4/3-4/7) • Customer Relating Capability (Ex. 13.1) • Positions of Advantage • Superior Value (benefits – cost) • Mutual Commitments (relationship advantage)  Performance Outcomes………

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