Study or Crm

CRM EXAM REVIEW

Q1 1.1 The definition of CRM

The systematic combination of people ,processes and technology that is designed to enable an enterprise to find ,acquire,and retain customers

1.2 Globalization

➢ Extensive competitors

➢ Widespread usage in internet

➢ Record the customers information in 360 view

Q 2

2.1 Mass Marketing vs Relationship Marketing

Mass Marketing: is a market coverage strategy in which a firm decides to ignore market segment differences and go after the whole market with one offer.

Relationship Marketing:Companies need to foster a true relationship with the customer.Allow customers to truly express their desires and requirements.develop customized products. Tailor messages based on customers’ unspoken needs

Mass Marketing

➢ Product focused

➢ Anonymous customers

➢ Few campaigns

➢ Wide reach

➢ Little or no research done

➢ Short-term results

Relationship Marketing

➢ Customer-focused

➢ Targeted to individuals

➢ Many campaigns

➢ Discrete reach

➢ Based on detailed customer behavior and profiles

➢ Long-term results

2.2 It is unwise to use relationship marketing strategy

➢ Low competition ,low customer demand

➢ High competition.low customer demand

➢ Undifferentiated ,convince product eg. Capital shopping

➢ The product aimed to mass market eg.clothes----target marketing

Q 3

3.1 Inbound and Outbound center

Inbound:customers calling in,requesting for support is usually regarding products that have already been sold to the customer

Outbound:outbound or lead generation call centers are calling out to prospective clients to sell more products.Outbound centers are usually referred to as telemarketers

3.2 when sue inbound and outbound

➢ Inbound to support the customer

➢ When has already only the products .such as information reference

➢ Resolved complaints provide repinement

➢ Outbound--make cross--selling & up--selling to existing customer or promote the product...