CRM EXAM REVIEW
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 to practical customer---cold call or make telephone survey
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 to practical customer---cold call or make telephone survey