Exam 10: Customer Relationship Management

Up until now CRM has been very effective for most companies because it has focused on building customers' trust and loyalty,ultimately building a strong relationship with the customer through programs that make it easy for the customer to return products and get information from people inside the organization.

According to the text,poor planning is typically the cause for most unsuccessful CRM initiatives.

Sales force automation products help salespeople better manage their accounts,their business opportunities,and communications while away from the office.

Private clouds allow corporate users to internally manage their data centers.

While a company's Internet presence may be desirable for finding information or conducting product transfers,touching products and talking face-to-face with company representatives remains an integral part of the supplier-customer interface.

List three key ingredients required to successfully design and/or implement a CRM program.

While a well planned and organized CRM plan can be extremely useful in developing effective and efficient marketing programs for retailers,they are not particularly helpful for manufacturing companies like GM since their touches with the customer are few.

Because integrated supply chains require good suppliers to act as good supply-chain customer partners,CRM programs should include first-tier customer training and education to ensure proper use of purchase products.

The element of a CRM program in which a customer's lifetime value is calculated is referred to as:

When an organization attempts to offer the right products and services to customers at the right time through the offer of individual promotions tied to specific events,like birthdays and anniversaries,this is referred to as:

Cross-selling is a term used when customers are sold additional products as the result of an initial purchase.

Companies work very hard to reduce the number of their present customers which never return.This customer defection is often referred to as:

Define THREE of the goals of the common CRM program.How does CRM software attempt to achieve each of these goals.

Your company's marketing efforts allow customers to "opt-out" of receiving email advertisers.This is referred to as:

Below are trends to consider in the area of CRM programs.Briefly describe the issue and discuss why it is something important to monitor. a.Privacy b.Use of ASPs c.Global uses of CRM d.Integration issues

It is best to integrate information about and results relating to marketing efforts like customer loyalty programs,frequent user cards,and credit card applications within an organization.Integrating the efforts of these programs between employees and an organization's IT systems (data warehouses)can help managers make more informed customer-focused decisions.

A CRM program primarily attempts to monitor and/or manage three things: an organization's customers, sales force, and customer service level.. List two different tools or components of CRM for each of three areas: 1.Customers 2.Sales Force 3.Customer Service Level Describe how each tool or component is utilized in the monitoring and/or managing of the customers, sales force, or customer service level.

Which of the following is a method that organizations typically use in attempting to effectively manage the relationships between the organization and its customers at the customer service level?

Which of the following customer service elements can be classified as examples of post-transaction elements?

In general,companies avoid social media sites since they rarely are able to find useful information about customer opinions via blogs and social networking sites.