CRM Flashcards
Customer relationship management
what kinds of information would you need to build and nurture strong, long lasting relationships with customers; who your customers are, how to contact them and whether they are costly too service and sell to, what kind of products and services they are interested in?
Information quality dimensions
- Validity
- Accuracy
- Timeliness
- Completeness
- Uniqueness
- Consistency
- Validity
Degree to which the data is within defined requirements, data values fall within ranges
- Accuracy
Degree to which the data represents the reality
- Timeliness
Degree to which the data is available at the time it is needed
- Completeness
Degree to which necessary data is available for use
- Uniqueness
Degree to which data is unique and cannot be mistaken for other entries
- Consistency
Degree to which the data is equal within and between datasets
Predictive analytics
Uses statistical analysis, data mining techniques, historical data, and assumptions about future conditions to predict future trends and behaviour patterns.
BI that is designed to determine the most likely effects or changes in the business environment.
Big data analytics
Predictive analytics are starting to use big data from both private and public sectors including data from social media, customer transactions and output from sensors and machines.
Municipalities
Adding more data captures through sensors, location data from phones and targeted smartphones.
Operation intelligence and analytics
Largely operational decisions
Customer relationship management help achieve customer intimacy
- Integrate and automate customer facing processes in sales, marketing, and customer service.
Use this information when interacting with customers, provide better service.
Identify unprofitable customers, opportunities to reduce churn rate. - Provide capabilities for operational and analytical CRM
- Include modules for managing relationships with selling partners and employee relationship management.
