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CRM 1 Flashcards

(9 cards)

1
Q

What are the four types of CRM?

A

Strategic. Operational. Analytical. Collabarative.

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2
Q

5 key processes of CRM

A
Strategy development.
Value creation.
Multichannel integration.
Information management.
Performance assessment.
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3
Q

4 technology components CRM contains

A

Data warehouse.
Analytical tools.
Campaign management tools.
Interfaces.

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4
Q

Name purposes/benefits on CRM

A
Identify prospects.
Acquiring customers.
Developing customers.
Cross selling.
Upselling.
Managing mitation.
Servicing.
Retaining.
Increasing loyalty.
Winning back defectors.
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5
Q

4 steps of CRM

A

Identify customers.
Differentiate them.
Interact with them.
Customise offerings to them.

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6
Q

What does the IDIC model stand for?

A

Identify.
Differentiate.
Interact.
Customise.

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7
Q

Objectives of CRM

A

Identify potential customers.
Undertaand customer needs.
Differentiate customers. (Profitable and non).
Increase current usage of products/servives.
Increase customer service/ satisfaction.
Improve campaign management.
Win back lost customers.
Move customers up the relationship hierachy.
Intergrate sales and marketing efforts.

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8
Q

What are Gartners 8 competencies?

A
  1. CRM vision
  2. CRM strategy
  3. Valued customer experince
  4. Organisational collaboration
  5. CRM processes
  6. CRM information
  7. CRM technology
  8. CRM metrics
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9
Q

CRM defenition

A

A technology used to manage interactions with customers and potential customers

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