This document discusses CRM (Customer Relationship Management) systems and processes used at Omnia Vocational College in Finland. It provides definitions of CRM and describes a 4-year project at Omnia from 2006-2010 that developed and implemented a CRM strategy and database. The project resulted in a customer strategy, customer leadership models, customer segmentation, and customer care programs. It also created a manual for the CRM database. The document outlines the basics, advantages, and a pilot project process for implementing a CRM database. It provides details on Omnia's current CRM database users, integrations with other systems, and responsibilities for CRM data and processes across administrative, marketing, and customer-facing units
This document discusses CRM (Customer Relationship Management) systems and processes used at Omnia Vocational College in Finland. It provides definitions of CRM and describes a 4-year project at Omnia from 2006-2010 that developed and implemented a CRM strategy and database. The project resulted in a customer strategy, customer leadership models, customer segmentation, and customer care programs. It also created a manual for the CRM database. The document outlines the basics, advantages, and a pilot project process for implementing a CRM database. It provides details on Omnia's current CRM database users, integrations with other systems, and responsibilities for CRM data and processes across administrative, marketing, and customer-facing units