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The document discusses customer relationship management (CRM), including its definition and importance. It outlines the key stages and determinants of CRM development, and the main functions and models of CRM. It also discusses the role of salespeople in developing relationships and managing customer relationships. The document then lists some major CRM software vendors and provides details about Tata Consultancy Services, including its history and subsidiaries. It concludes with examples of CRM activities like market segmentation, campaign development, and opportunity management.
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Chapter 9.2 discusses business intelligence (BI) which analyzes data to support decision making. It describes the challenges of managing large data volumes and how BI can provide reliable, consistent insights through operational, tactical and strategic analysis. Data mining tools are used to find patterns in large datasets.
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- 3. Oracle Siebel SAP Salesforce Microsoft Dynamics CRM RightNow
- 4. Founded in 1938 by two Danish engineers, Henning Holck - Larsen and Soren Kristian Toubro One of the largest and most respected companies in India's private sector Number of subsidiaries - Engineering and construction, Machinery and Industrial products, Information Technology, Financial Services
- 5. Business Prospect Creation Market Segmentation Marketing Plan Campaign Development
- 6. Email Survey Campaign Competitor Information & Market Intelligence Activity Scheduling & Monitoring Opportunity Management Quotation Management
- 7. Lack of training Unawareness among employees Attitude of employees towards change Complex nature of activities