CRM CH10

Time frame is the key differentiator between

(a)  

the present-day value of all net margins earned from a relationship with a customer, customer segment or cohort

• (CLV)

• (RCA)

• Trend analysis

• Sentiment analysis

CRM analytics for structured data are well

(a)  

Simple statistical procedures such as

(a)  

ranges are the foundation of many of the descriptive standard reports generated by

(a)  

widely used for automated routing. Well-known applications of automated routing are email forwarding and spam detection.

• Text analytics

• Root cause analysis (RCA)

• Standard reports

• Online analytical processing (OLAP)

a method of problem solving that tries to identify the root causes of faults or problems

• (CLV)

• (RCA)

• Trend analysis

• Sentiment analysis

Unstructured data specific to the individual customers may be useful in improving the accuracy of the predictive models.

• true

• false

is a method of understanding how certain entities change over a period of time

• (CLV)

• (RCA)

• trend analysis

• Sentiment analysis

get an insight into what customers (or former customers, potential customers, competitors or partners) feel and think about a company, brand, product, service, person or group.

• (CLV)

• (RCA)

• Trend analysis

• Sentiment analysis