CRM 4

Question 1

Roles that have emerged from CRM

Answer 1

Cheif data officer 
Cheif analytics officer 
Cheif customer officer 
Cheif service officer 
Cheif internet of things officer

Question 2

CRM advantages of large organisations

Answer 2

Financial accessibility 
Economies of scale
Deeper levels of CRM expertise 
Technology systems more available
Larger customer base
Larger amounts of customer data

Question 3

CRM disadvantages of large organisations

Answer 3

Functional structure.
Increased complexity such as training, implementation etc…
Data may not always be relevant to specific customers.

Question 4

Geographic structure challenges

Answer 4

Communication throughout out all customer interaction points.
Timely and accurate spreading of customer data.
Flexibility to change CRM strategy ti target different geographic opportunities.
Intergration of value chain members.
Ability to sustain CRM momentum.
Support organisation entitirs across different time zones.

Question 5

Technological challenges

Answer 5

Impact on current operations.
Fifferent licences/leases.
Budget constraints.
Strategic and technical understanding as well as leadership. 
High skill level employee turnover.

Question 6

Process challenges

Answer 6

Hard vs soft standards
Staffing
Outsourcibg functions
Cost constraints

Question 7

What is knowledge management

Answer 7

The process of transferring captured information into knowledge that can be shared by respective parties within the organisationor value chain in an effort to enable CRM efforts.