9.1 Compare operational and analytical customer relationship management.
Operational customer relationship management is comprised of day-to-day activity that deals with customers directly. Analytical, on the other hand, is specific to back-office operations that do not deal directly with customers.
9.2 Explain the formula an organization can use to find its most valuable customers.
For an organization to find its most valuable customers, they use the recency, frequency and monetary value formula. Recency is related to how recent a customer has made a purchase. Frequency deals with how often a customer has made a purchase. How much a customer spends on each purchase is also known as the monetary value.
9.3 Describe and differentiate the CRM technologies used by sales departments and customer service departments.
The customer relationship management technology the sales department uses is sales management, contact management and opportunity management. Sales management technology aids sales representatives synchronize and manage all accounts. Contact management sustains and customer contact information and determines future potential customers. Seeking new customers and companies for future sales opportunities is a function of opportunity management. Customer service departments use CRM technologies such as contact center, web-based self-service, and call scripting. Contact centers ensure consistency with customer service representatives by maintaining a high level of customer support. This technology answers customer inquiries and react to problems through various customer touch points. Web-based self-service provides all customer answers and solutions when a problem or question has arisen. Call scripting systems handle similar problems and automatically generates details for the CSR who will deliver the solution or answer to the customer.
9.4 Describe and differentiate the CRM technologies used by marketing departments and sales departments.
The marketing department uses three main CRM technologies that differentiate from the sales department technologies. The marketing department technologies include list generators, campaign management and cross-selling and up-selling. List generators use various sources in order to collect customer information for various marketing campaigns. Campaign management performs all tasks crucial to marketing campaigns including campaign definition, planning, scheduling, segmentation and success analysis. Cross selling is the act of selling additional products or services to a customer. Up-selling is increasing the value of the sale. The customer relationship management technology the sales department uses is sales management, contact management and opportunity management. Sales management technology aids sales representatives synchronize and manage all accounts. Contact management sustains and customer contact information and determines future potential customers. Seeking new customers and companies for future sales opportunities is a function of opportunity management.
9.5 Compare customer relationship management, supplier relationship management, partner relationship management, and employee relationship management
Customer relationship management increases customer loyalty and retention by managing all aspects of a customer relationship with an organization. Supplier relationship management satisfies suppliers by evaluating and categorizing suppliers for various projects. Partner relationship management is specific to vendor satisfaction by providing customers with optimal sales and managing partner and reseller relationships. Employee relationship management uses a web browser in order to provide employees with CRM applications.
Operational customer relationship management is comprised of day-to-day activity that deals with customers directly. Analytical, on the other hand, is specific to back-office operations that do not deal directly with customers.
9.2 Explain the formula an organization can use to find its most valuable customers.
For an organization to find its most valuable customers, they use the recency, frequency and monetary value formula. Recency is related to how recent a customer has made a purchase. Frequency deals with how often a customer has made a purchase. How much a customer spends on each purchase is also known as the monetary value.
9.3 Describe and differentiate the CRM technologies used by sales departments and customer service departments.
The customer relationship management technology the sales department uses is sales management, contact management and opportunity management. Sales management technology aids sales representatives synchronize and manage all accounts. Contact management sustains and customer contact information and determines future potential customers. Seeking new customers and companies for future sales opportunities is a function of opportunity management. Customer service departments use CRM technologies such as contact center, web-based self-service, and call scripting. Contact centers ensure consistency with customer service representatives by maintaining a high level of customer support. This technology answers customer inquiries and react to problems through various customer touch points. Web-based self-service provides all customer answers and solutions when a problem or question has arisen. Call scripting systems handle similar problems and automatically generates details for the CSR who will deliver the solution or answer to the customer.
9.4 Describe and differentiate the CRM technologies used by marketing departments and sales departments.
The marketing department uses three main CRM technologies that differentiate from the sales department technologies. The marketing department technologies include list generators, campaign management and cross-selling and up-selling. List generators use various sources in order to collect customer information for various marketing campaigns. Campaign management performs all tasks crucial to marketing campaigns including campaign definition, planning, scheduling, segmentation and success analysis. Cross selling is the act of selling additional products or services to a customer. Up-selling is increasing the value of the sale. The customer relationship management technology the sales department uses is sales management, contact management and opportunity management. Sales management technology aids sales representatives synchronize and manage all accounts. Contact management sustains and customer contact information and determines future potential customers. Seeking new customers and companies for future sales opportunities is a function of opportunity management.
9.5 Compare customer relationship management, supplier relationship management, partner relationship management, and employee relationship management
Customer relationship management increases customer loyalty and retention by managing all aspects of a customer relationship with an organization. Supplier relationship management satisfies suppliers by evaluating and categorizing suppliers for various projects. Partner relationship management is specific to vendor satisfaction by providing customers with optimal sales and managing partner and reseller relationships. Employee relationship management uses a web browser in order to provide employees with CRM applications.
Yes marketing department uses three main customer relationship management CRM solution technologies that differentiate from the sales department technologies.
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