You work for Dinch Plumbing Supply. Your customers tend to be of two types: 1. Plumbers and plumbing companies
You work for Dinch Plumbing Supply. Your customers tend to be of two types: 1. Plumbers and plumbing companies who buy in large quantities, know exactly what they want, and insist on competitive prices or they’ll go elsewhere, and 2. Individuals who buy less at a time and need help, but are less price sensitive and tend to be loyal if they can get the help they need. About 80% of your $25 million annual revenue comes from plumbers, but about 80% of your customers by count are individuals. a. Describe an operational CRM system that this business could use. State its benefits. b. Describe an analytical CRM system that this business could use. State its benefits. Both economics and computer science question. Management of information systems.
Operational CRM generally refers to services that allow an organization to take care of their customers.
Analytical CRM comprises the analysis and systematic evaluation of customer data using business intelligence functions. The aim is to filter out the key facts from gathered information and gain customer knowledge.