3.02 CRM Technology

It is a strategy that companies use to manage interactions with customers and potential customers.

• Customer Relation

• Customer Relationship Management

• Custom Relationship

• Customer Relationship Managers

What are the functions of CRM?

• Sales monitoring

• Build prospects and customer database

• Log Follow-up & Support Communications Properly

• Deal updating

• all of the above

CRM allows an organization to accomplish all of the following, except:

• A) Provide better customer service

• B) Make call centers more efficient

• C) Complicate marketing and sales processes

• D) Help sales staff close deals faster

Which question below represents an analyzing question?

• A. What is the total revenue by product?

• B. Why did sales not meet forecasts?

• C. What is the total revenue by customer?

• D. All of the above

Which question below represents a CRM reporting technology example?

• A. Why did sales not meet forecasts?

• B. What customers are at risk of leaving?

• C. What is the total revenue by customer?

• D. All of the above

The business world is shifting from customer focus to product focus.

• True

• False

The Internet can completely replace the phone and face-to-face communications with customers.

• True

• False

Kemper Corporation continually updates the firewalls on its website to protect its customets's personal information form theft. Kemper's actions help build trust with its customets in relation to:

• online security

• physical safety

• calculation errors

• product tampering

One action that an ethical business can take to help build the long-term trust and loyalty of its customers is to:

• send dailyopt-in-e-mail messages to customers

• implement a comprehensive customer privacy policy

• sell its customer list to third parties without permission

• maintain detailed information about customets' transactions

What is a benefit of using analytical customer relationship management (CRM) software

• it can lead to discounts for the customer

• it aids management in developmenting financial forecasts

• it allows management to communicate with clients through various channels

• it prevents customets from having to repeat themselves when they have multiple interactions with the company