is final ch 12 t & f
CRM means that a company should interact with its customers as a group.
f
CRM systems focus on marketing to masses of people.
f
For purposes of efficiency, customer data are best stored in the functional areas of the organization.
f
Open-source CRM software doesn't have as many features or functions as other DRM software.
f
Operational CRM systems support the front-office business processes that directly interact with customers
f
Over time, the customer relationship with vendors has become more personal.
f
The basic idea of CRM is to treat all customers in the same way
f
Transactional CRM systems provide interactive communication with the customer throughout the organization
f
CRM systems are designed to achieve customer intimacy
t
Collaborative CRM systems provide interaction with customers throughout the entire organization.
t
Electronic CRM applications are the same thing as customer-touching CRM.
t
Haya decided to set up a tie store on her campus . Haya needs to implement her operational CRM before she can have an analytical CRM.
t
Haya decided to set up a tie store on her campus. Haya needs to decide on her CRM strategy before she can select her CRM systems.
t
If you have visited Amazon's Web site previously and then return, Amazon recommends other books that you might like. This is called cross-selling.
t
In the past, customer data have been located all over the company, typically in the functional areas.
t
Mobile CRM systems are targeting customers through their laptops
t
One problem with interacting with customers over the Web is that the company does not have an opportunity to make a good first impression in person.
t
Properly designed CRM systems provide a single, enterprise-wide view of each customer.
t
Sales force automation is a customer-facing application
t
Some companies conduct live chat with customers using a computer with natural language processing software, rather than a real person.
t
Today, customers are becoming increasingly powerful
t
Tweets can be used as customer touch points
t
