4.4 Marketing Quiz

Customer relationship management (CRM)

Managing detailed information about individual customers and carefully managing customer touch points to maximize customer loyalty

Marketing analytics

The analysis tools, technologies, and processes by which marketers dig out meaningful patterns in big data to gain customer insights and gauge marketing performance

intranet

These systems provide ready access to research and intelligence information, customer transaction and experience information, shared reports and documents, and more

touch point

customer purchases, sales force contacts, service and support calls, Web and social media site visits, satisfaction surveys, credit and payment interactions, market research studies—every contact between a customer and a company

extranet

members to access account, product, and other data on demand through extranets. Suppliers, customers, resellers, and select other network members may access a company's extranet to update their accounts, arrange purchases, and check orders against inventories to im-prove customer service