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