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Learning Path: CRM (Customer Relationship Management)

Give yourself a quick tutorial in customer relationship management by reading this series of related definitions in sequence. If you would like to view these definitions in a pop-up window, right-click your mouse and select "view in new window".

CRM (customer relationship management) is an information industry term for methodologies, software, and usually Internet capabilities that help an enterprise manage customer relationships in an organized way.

Basic Ideas
customer relationship management - business intelligence - customer relationship analysis - collaborative CRM - hosted CRM


Becoming Smarter about the Customer
intellectual capital - data mining - OLAP - knowledge base - knowledge worker - knowledge management - data mart - data warehouse - CRM analytics - RFM analysis - clickstream analysis


Recognizing and Adapting to the Customer
customer life cycle - customer valuation - personalization - customer segmentation - Digital Silhouettes


Talking to the Customer
call center - help desk - contact center - Automatic Call Distributor - customer-facing - collaborative browsing - customer-managed relationship - online transaction processing - Customer Information Control System


Marketing to the Customer
one-to-one marketing - permission marketing - viral marketing - multichannel marketing - buzz marketing - database marketing - marketing encyclopedia - Web marketing and advertising terms

View other topics for self-study by visiting our Guide to the Learning Paths .

This was last updated in January 2006

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