L1: Information Systems Flashcards
Which of the following are not features of a CRM system?
Billing calculation, supply chain optimisation, credit score calculation, money collection
Which are the three most importanct factors for the definition of CRM?
Aim, long lasting relationships and support
What you do not need to analyse to define the organization’s CRM strategy
IT budget and MArketing Budget
which is not a CRM critical success factor
right weight given to technologies
Whihc are the key factors increasing CRM opportunities for companies?
frequency of interaction and number of customers
Costs not associated with CRM system
shipping and supplier
which are the benefits of creating loyal customers?
reduce, talk, increase
what role do you believe a CRM system plays in our organization’s customer management strategy?
All of the above (nominale)
Can you explain how a deep understanding of CRM capabilities might affect
the way we design and deliver customer experiences?
It can lead to more personalized and responsive customer interactions
which is not a customer lifecycle definition?
does not consider the needs and preferences of each customer
Which is not a definition of Omnichannel interaction?
routing customer interaction to a single channel
name the benefits of CRM and the related definitions
1D, 2C, 3A, 4B
what is the main focus of the Social CRM?
Community creation, innovation is gathered from all employees, impacts
How can GEN AI be applied to a CRM system to enhance the customer experience?
personalized products, analyze customer feedbacks
