CRM 1

Question 1

What are the four types of CRM?

Answer 1

Strategic. Operational. Analytical. Collabarative.

Question 2

5 key processes of CRM

Answer 2

Strategy development.
Value creation.
Multichannel integration.
Information management.
Performance assessment.

Question 3

4 technology components CRM contains

Answer 3

Data warehouse.
Analytical tools.
Campaign management tools.
Interfaces.

Question 4

Name purposes/benefits on CRM

Answer 4

Identify prospects.
Acquiring customers.
Developing customers.
Cross selling.
Upselling.
Managing mitation.
Servicing.
Retaining.
Increasing loyalty.
Winning back defectors.

Question 5

4 steps of CRM

Answer 5

Identify customers.
Differentiate them.
Interact with them.
Customise offerings to them.

Question 6

What does the IDIC model stand for?

Answer 6

Identify.
Differentiate.
Interact.
Customise.

Question 7

Objectives of CRM

Answer 7

Identify potential customers.
Undertaand customer needs.
Differentiate customers. (Profitable and non).
Increase current usage of products/servives.
Increase customer service/ satisfaction.
Improve campaign management.
Win back lost customers.
Move customers up the relationship hierachy.
Intergrate sales and marketing efforts.

Question 8

What are Gartners 8 competencies?

Answer 8

1. CRM vision
2. CRM strategy
3. Valued customer experince
4. Organisational collaboration
5. CRM processes
6. CRM information
7. CRM technology
8. CRM metrics

Question 9

CRM defenition

Answer 9

A technology used to manage interactions with customers and potential customers