Chapter 10 SCL
Lead Management
sales reps can follow prescribed tactics when dealing with prospects to aid in closing the deal
Customer relationship management must
still include talking to customers
cross-selling
Additional products are sold as the result of an initial purchase (e.g., e-mails from Amazon.com describing other books bought by people)
Customer relationship management refers to
automated transaction and communication applications
Event Based Marketing
offer the right products and services to customers at the right time
When an organization attempts to offer the right products and services to customers at the right time through the offer of individual promotions tied to specific events, like birthdays and anniversaries, this is referred to as
Event-Based Marketing
True or False Segmenting customers based on things like products purchased, sales history, demographic information, and desired product features can dilute the results of a CRM program; segmenting customers should be avoided.
False
True or False While a well-planned and organized CRM plan can be extremely useful in developing effective and efficient marketing programs for retailers, they are not particularly helpful for manufacturing companies like GM since their touches with customers are few.
False
Segmenting Customers
Grouping customers to create specialized communications about products
Target Marketing Efforts
addressing specific customer segments avoids becoming a nuisance to other customers
Sales Territory Management
Sales managers obtain information on each sales rep's activities
Which of the following is one of the most basic and very important activities of CRM?
Segmenting Customers
Sales Activity Management
Tool offering sales reps a guided sequence of sales activities
There are a variety of data benefits, which of the following is not one of the benefits?
a) determine industry trends b) harness customer knowledge c)Track sales projections d) document customer complaints e) All of the above e) all of the above
A system which allows sales managers to obtain current information and reporting capabilities regarding each salesperson's activities on each customer's account is referred to as a __. a) Sales activity management system b) Sales territory management system c) Lead management system d) Knowledge management system e) None of the above are correct
b) sells territory management system
Relationship Marketing or Permission Marketing
customers select the type & time of communication (opt-in or opt-out)
Knowledge Management
enables quick decision making, better customer service, and a better-equipped and happy sales staff
Customer Relationship management means
focusing on customer requirements