Customer relationship management (CRM) is a term that refers to practices, strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving business relationships with customers, assisting in customer retention and driving sales growth. CRM systems are designed to compile information on customers across different channels - or points of contact between the customer and the company - which could include the company's website, telephone, live chat, direct mail, marketing materials and social media. CRM systems can also give customer-facing staff detailed information on customers' personal information, purchase history, buying preferences and concerns.
#strategies #interactions #relationships
COGNITIVE SYSTEM, a mental system consisting of interrelated items of assumptions, beliefs, ideas, and knowledge that an individual holds about anything concrete (person, group, object, etc.) or abstract (thoughts, theory, information, etc.). It comprises an individual's world view and determines how he or she abstracts, filters, and structures information received from the world around. Also called cognitive belief system.
#ideas #filters #beliefs
DMAIC (an acronym for Define, Measure, Analyze, Improve and Control) (pronounced də-MAY-ick) refers to a data-driven improvement cycle used for improving, optimizing and stabilizing business processes and designs. The DMAIC improvement cycle is the core tool used to drive Six Sigma projects. However, DMAIC is not exclusive to Six Sigma and can be used as the framework for other improvement applications.