L1 Flashcards
(18 cards)
What are the benefits for a company moving from transaction to relationship approach? (List of 3)
-Continuous Innovation (customers value creation)
-Continious Info flow (Customers needs)
-Learning Organisations (new competent es)
Transaction vs Relationship
Transaction:
-Short Term
-Based only on contextual data
-Maximize transaction value
-Anonymus users
Relationship:
-Longterm
-Customers
-Maximize Lifetime Value
-Based on historical and contextual data
Main features and requirements of a CRM sytem affecting the customer XP
1- Customer Product Master data management
2- Sales network management
3- Research and selection
4- Plan and schedule
5- Reporting
6- Security
7- Connections
8- Integration with other application
9- Data quality
10- Events and campaign management
11- Segmentation of customers by customer type, geo area and other criteria
12- Contact management
NO_:
- Billing Calculation
- Suply chain optimization
- Credit score calculation
- Money collection
NO:
Customer Experience strategies (match accordingly) Part 1 of 3 GET
GET:
1- Acquire profitable customers
Customer Experience strategies (match accordingly) Part 2 of 3 KEEP
KEEP:
1- Retain profitable customers longer
2- Win back profitable customers
3- Eliminate unprofitable customers
Customer Experience strategies (match accordingly) Part 3 of 3 GROW
GROW:
1- Upsell additional products in a solution
2- Cross-sell other products to customers
3- Referral and word of mouth benefits
4- Reduce service and operational costs
Critical success factors - (Select all that apply)
1- Project lenght
2- The role weight given to technologies
3- Role played by business sponsors
4- Cost of organisational and human resources
5- Economic justification for the project
6- Change in behaviour towards the customers
Which are key factors increasing CRM opportunities (2)
1- Frequency of interaction
2- Number of customers
In which industries are
CRM systems playing a
more important role?
Finance and Telecomms
Select the main types of costs associated when implementing a CRM system
1- Training costs
2- Maintenance costs
3- Integration costs
4- Software costs
5- Research Cost
Rebuild the customer’s lifecycle (NASIRDDR)
1-Need
2-Attract
3-Select
4-Interact
5-Recieve
6-Delight
7-Develop
8-Recommend
What are the benefits of creating a loyal customers? (List of 3)
1-Loyal customers reduce costs
2-Loyal customers talk about your service
3-Loyal customers increase their spending
Overview of benefits of CRM (match properly) Part 1 of 4 Improve brand reputation
Improve brand reputation:
- Increase customer loyalty by
promoting transparent dialogue
and improving employee/
customer interaction efficiency - Gain insights to explore new
market segments and improve
marketing effectiveness
Overview of benefits of CRM (match properly) Part 2 of 4 Increase revenue
- Raise Marketing ROI thanks to
better targeting, better product
solution, customer experience
and word-of-mouth - Identify new business
opportunities and improve
cross/up-sell abilities through
increasing contact with existing
and potential customers
Overview of benefits of CRM (match properly) Part 3 of 4 Stimulate innovation
- Increase R&D capabilities and
innovation through tapping into
the collective intelligence of your
target audience - Connect employees and
develop a culture of
collaboration across the
company
Overview of benefits of CRM (match properly) Part 4 of 4 Reduce costs
- Cut sales commissions costs
by building community around
the brand - Decrease customer service
costs through self-helping
communities and internal
collaboration efforts on solving
customer issues
What is the main focus of the Social CRM (select all that
apply) List of 3
1- Community creation (internally and externally)
2- Innovation is gathered from all employees
3- Evolution of CRM processes and resulting impacts on the value chain
What are the capabilities required to support customers with
Call Center applications (select all that apply) List of 4
-ACD - Automatic Call Distributor
-Virtual Response Units (VRU)
-Interactive Voice Response (IVR)
-Automatic Speech Recognition (ASR)
