1. Chapter 11 Customer Relationship Management
and Supply Chain Management

2. Chapter 11
Case 1 Amazon
Case 2 VIP Auto Appearance Center

3. Chapter 11
Defining CRM

4. Chapter 11

5. Chapter 11
Case 3
Customer Touch Points
Data Consolidation

6. Chapter 11

7. Chapter 11 Operational Customer Relationship Management Systems
Customer-Facing Applications
Customer Service and Support
Refining the call center
Sales Force Automation

8. Chapter 11 Marketing Campaign Management
Search and Comparison Capabilities
Technical and Other IS
Loyalty Programs

9. Chapter 11
Analytical Customer Relationship

10. Chapter 11 Other Types of Customer Relationship Management Systems
Supply Chains

11. Chapter 11 Imperial Sugar Solutions to Supply Chain Problems
IT Support for Supply Chain Managment

12. Chapter 11

13. Chapter 11

14. Chapter 11

15. Chapter 11