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Customer Relationship Management basics
Terms in this set (28)
Which of the following statements concerning CRM is not true?
CRM is designed for companies to interact with their customers as a group
CRM
Customer relation management
Operational CRM-
support front-office business processes.
like sales, marketing, and personal service
Two major components of operational CRM
A. Customer-facing applications
B. Customer-touching applications
Customer-facing applications
SIMPLY answer - business software products hosted on your systems used by your customers to interact with your company. (order online, complaints, etc)
Detailed - An organization's sales, field service, and customer interaction center representatives actually interact with customers. (order online, complaints, etc)
The sales, marketing, and service functions are part of:
Operational CRM
____ systems support the front-office business processes, which directly interact with customers.
Operational CRM
Why do we need CRM?
Customers are valued/valuable because
A) Duration - keep long time
b) Number - amount of relationships (time shopping/number items purchased)
C. Profitablity -
money made on items sold
tenets or thoughts behind CRM
One-to-one relationship between a customer and a seller.
Treat different customers differently.
Keep profitable customers and maximize lifetime revenue from them.
call centers, email, webpage, snail mail, smartphone
examples of touch applications
(touching
/reaching customer by any means)
The complete data set on a customer is called:
360-degree view
What three areas does CRM cover in front office
marketing
sales
customer service
___ is a CRM system that is hosted by an external vendor in the vendor's data center
On-demand CRM
mobile CRM
Interacting directly with customers through mobile
devices
open source crm
Source code openly available to developers and users
he benefits of open-source CRM include all of the following except:
It has more functionality than in-house CRM systems.
___ is a CRM system that enables organizations to conduct communications related to customer management through portable media.
Mobile CRM
portable = moblile
____ systems analyze customer data for designing and executing targeted marketing campaigns.
Analytical CRM
Which of the following technologies is(are) used by analytic CRM systems?
A. Data warehouses and data mining
B. Decision support systems
C. Transaction processing systems
D. All of these
all
Analytic CRM systems can be used for the following purposes except:
Delivering future product information to customers
The benefits of open-source CRM include all of the following except:
it has more functionality than in-house CRM systems
____ is a CRM system that is hosted by an external vendor in the vendor's data center.
On-demand CRM
____ analyze customer data for designing and executing targeted marketing campaigns.
Analytical CRM
A check-in kiosk at the airport would be what type of CRM application?
Customer touching
___ is the component of an operational CRM system that automatically records all the aspects in a sales transaction process.
Sales force automation
__ includes those areas where customers directly interact with the company.
Customer-facing CRM
(n) _____ is software that helps companies acquire and retain customers.
customer relationship management system
Methods that organizations use to interact with their customers are called:
touchpoint
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