Customer Relationship Management

CRM is the process of carefully managing detailed information about individual customers and all customer ________________ _______________ to maximize loyalty.

CRM is a company-wide business strategy designed to optimize which of the following:

• customer satisfaction

• branding

• revenue

• expenses

The ultimate goals of CVM are to:

• analyse individual data on prospects and customers

• develop marketing strategies

• acquire and retain customers

• drive customer behaviour

The third step in the CRM System Flow Model.

• Identify customer relationships

• Leverage customer information

• Identify best customers

• Capture customer data based on interactions

The second most important group of persons in the modern customer-oriented company.

• customers

• middle management

• frontline people

• top management

In the modern customer-oriented company, which managers must be personally engaged in knowing, meeting and serving customers.

• top management

• middle managers

• first-line managers

• managers at all levels

A customer-centric philosophy is one in which the company ____________ its product and service offering based on ________ generated through interactions between the customer and the company.

Customer-centric companies focus on which of the following activities?

• empowerment

• sales

• learning

• managing knowledge

Empowerment requires _____________ of authority to solve customers' problems quickly.

In customer-centric companies, learning is an informal process of collecting customer data through customer _____________ and _____________ on product or service performance.