Re: Question on CRM

[William Toh]

On Sun, Feb 25, 2018 at 10:11 PM, KEK FONG YEE (GUO FANGYU) <fygfk...@mymail.sim.edu.sg> wrote:

Dear Sir

I would like to ask on how do I explain why decision making model is suitable to design a CRM system? 

My argument is that CRM can support unstructured decision making by understanding needs of customers. Can CRM automate structured decision making as well? 

A CRM supports operational activities (structured) as well as planning activities (unstructured).

Do research on the functions of a CRM.  Identify those which are operational, and those which are planning.

 

My next question is how to explain the limitations of DMM as the approach to designing CRMs? 

The standard limitations of the DMM apply.  Also, find out about the concept of "collaborative filtering" which is a recommender system used by many websites to recommend products or news to users.  Recommender systems are examples of CRM that make structured decisions based on what it knows about users.  What are the disadvantages of collaborative filtering?

 

I have tried to find an answer on google but can’t seem to find it. 

Thankyou for your time. 

Cheers 

Fong Yee