James A.O'Brien Introduction to Information Systems Eleventh Edition 6 Customer Relationship Management Retention保持边 Marketing and &Loyalty Fulfillment Programs Sales Cross-Sell Customer Store Front Up-Sell and Field TeleSales Customer Service Service and Support Contact ManagementJames A. O’Brien Introduction to Information Systems Eleventh Edition 6 Customer Relationship Management Sales Cross-Sell Up-Sell TeleSales Store Front and Field Service Marketing and Fulfillment Customer Service and Support Retention保持力 &Loyalty Programs Customer Contact Management