YS > Social CRM > Ch1: Introduction to CRM

What are the key differences between strategic, operational, and analytical CRM?

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What makes social CRM different from traditional CRM?

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How do we define CRM?

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How has CRM changed over time?

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Go online and research the differences between CRM as practiced by a retail bank, and CRM as practiced by an industrial goods manufacturer.

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How might CRM be used in a not-for-profit setting such as local government or charitable fundraising?

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What are the models of CRM that are widely used and how are they illustrated?

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