chapter12 Flashcards
CRM systems that analyze customer behavior and perceptions in order to provide actionable business intelligence.
analytical CRM systems
A form of cross-selling whereby an enterprise sells a group of products or services together at a lower price than the combined individual price of the products.
bundling
CRM applications that help organizations plan marketing campaigns so that the right messages are sent to the right people through the right channels.
campaign management applications
CRM systems in which communications between the organization and its customers are integrated across all aspects of marketing; sales; and customer support processes.
collaborative CRM systems
The practice of marketing additional related products to customers based on a previous purchase.
cross-selling
Areas where customers directly interact with the organization; including customer service and support; sales force automation; marketing; and campaign management.
customer-facing CRM applications
CRM operations where organizational representatives use multiple communication channels to interact with customers in functions such as inbound teleservice and outbound telesales.
customer interaction centers
A customer-focused and customer-driven organizational strategy that concentrates on satisfying customers by addressing their requirements for products and services; and then by providing high-quality; responsive service.
customer relationship management (CRM)
Applications and technologies with which customers interact and typically help themselves.
customer-touching CRM applications (or electronic CRM or e-CRM applications)
Any interactions between a customer and an organization.
customer touch points
(seecustomer-touching CRM applications)
electronic CRM (e-CRM) applications
Programs that offer rewards to customers to influence future behavior.
loyalty programs
An interactive CRM system where communications related to sales; marketing; and customer service activities are conducted through a mobile medium for the purpose of building and maintaining customer relationships between an organization and its customers.
mobile CRM system
A CRM system that is hosted by an external vendor in the vendor’s data center.
on-demand CRM system
CRM software whose source code is available to developers and users.
open-source CRM system