Week 3 CRM

Which is not correct with regards to changes in customer management compared to the past?

• Customers can get information they need more quickly
• customers can choose one-size-fits-all products
• Companies need to understand customers' specific requirements
• Customers can compare and switch products easily

Which is not a Customer-Facing applications

• customer service and call centr
• sales force automation
• marketing
• loyalty programs

Which is not a Customer-Touching applications?

• personalised webpages
• FAQs
• Automated messages
• Sales Force Automation

Which functions are not provided by Analytical CRM?

• data mining
• business intelligence
• customer service and marketing
• Decision support systems

Jackson is evaluating different software solutions for his company's operations. He comes across an Enterprise Resource Planning (ERP) system and wants to know which of the following is not typically included as a module in such a system. Which one should he choose?

• Inventory management

• accounting

• production planning

• customer service

What is the purpose of Enterprise Resource Planning (ERP) systems?

• To manage a company's supply chain
• To manage a company's financial resources
• To manage a company's customer relationships
• To manage a company's human resources

What is the primary goal of Customer Relationship Management (CRM)?

• Improving supplier relationships
• Enhancing employee productivity
• Enhancing customer satisfaction
• Reducing production costs

Which are the steps in Customer Relationship Management?

• Acquiring customers
• supporting customers
• segmenting customer
• retaining customers
• churning unprofitable customers

Which are the benefits of CRM?

• understanding of customer needs
• anticipation of customer needs
• higher customer churn
• higher competition among customers