C954 - Chapter 12 questions with complete verified solutions 2024

customer relationship management (CRM) managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability operational CRM supports traditional transactional processing for day-to-day front-office operations or systems that deal directly with the customers Previous Play Next Rewind 10 seconds Move forward 10 seconds Unmute 0:00 / 0:15 Full screen Brainpower Read More list generator compiles customer information from a variety of sources and segments it for different marketing campaigns campaign management guide users through marketing campaigns by performing such tasks as campaign definition, planning, scheduling, segmentation, and success analysis cross selling selling additional products or services to an existing customer up selling increasing the value of the sale customer service and support (CSS) a part of operational CRM that automates service requests, complaints, product returns, and information requests sales force automation (SFA) automatically tracks all the steps in the sales process Sales management CRM automate each phase of the sales process, helping individual sales representatives coordinate and organize all their accounts contact management CRM maintains customer contact information and identifies prospective customers for future sales, using tools such as organizational charts, detailed customer notes, and supplemental sales information opportunity management CRM target sales opportunities by finding new customers or companies for future sales contact center (or call center) where customer service representatives answer customer inquiries and solve problems, usually by email, chat, or phone web based self service systems allow customers to use the web to find answers to their questions or solutions to their problems click to talk allows customers to click on a button and talk with a representative via the internet call scripting gather product details and issue resolution information that can be automatically generated into a script for the representative to read to the customer uplift modeling a form of predictive analytics for marketing campaigns that attempts to identify target markets or people who could be convinced to buy products customer segmentation divides a market into categories that share similar attributes such as age, location, gender, habits, and so on website personalization occurs when a website has stored enough data about a person's likes