Podcast
Questions and Answers
Where can students request additional feedback?
Where can students request additional feedback?
- By contacting the course instructor and/or tutors via email (correct)
- Through a phone call to the course instructor
- By attending in-person meetings with the course instructor
- Through a written letter to the course instructor
What is the consequence of plagiarism at any stage of the final grade?
What is the consequence of plagiarism at any stage of the final grade?
- The loss of points corresponding to the stage/requirement (correct)
- A deduction in points from the final grade
- A warning from the course instructor
- Failure of the entire course
How long do students have to contest their results after they are posted?
How long do students have to contest their results after they are posted?
- 1 week
- 72 hours
- 48 hours
- 24 hours (correct)
What is the recommended approach to studying for this course?
What is the recommended approach to studying for this course?
How many hours are allocated for students to work on their projects?
How many hours are allocated for students to work on their projects?
What is the total number of hours required to complete this course?
What is the total number of hours required to complete this course?
What is the purpose of the accommodations made for students with disabilities?
What is the purpose of the accommodations made for students with disabilities?
What is the recommended pace of studying for this course?
What is the recommended pace of studying for this course?
What is the topic of Unitatea 1 in the course?
What is the topic of Unitatea 1 in the course?
What is one of the main benefits of the method mentioned in the text?
What is one of the main benefits of the method mentioned in the text?
Which factor influences the attractiveness of a segment?
Which factor influences the attractiveness of a segment?
Why might certain large and growing segments be unprofitable?
Why might certain large and growing segments be unprofitable?
Why might there be few competitors in a particular segment?
Why might there be few competitors in a particular segment?
What is essential for an organization to consider when evaluating a segment?
What is essential for an organization to consider when evaluating a segment?
What should an organization do when faced with limited resources?
What should an organization do when faced with limited resources?
What are the types of customer segmentation mentioned in the text?
What are the types of customer segmentation mentioned in the text?
Why is it important to analyze the factors influencing a segment's attractiveness together?
Why is it important to analyze the factors influencing a segment's attractiveness together?
What is the primary goal of evaluating a segment's attractiveness?
What is the primary goal of evaluating a segment's attractiveness?
What type of clients require maximum attention at the present moment?
What type of clients require maximum attention at the present moment?
Why do companies need to pay attention to the most vulnerable clients?
Why do companies need to pay attention to the most vulnerable clients?
What happens to the 'tracasabili' clients if they do not become profitable after reforming?
What happens to the 'tracasabili' clients if they do not become profitable after reforming?
What characterizes the 'neprofitabili' clients?
What characterizes the 'neprofitabili' clients?
Why are 'cheie' clients important to a company?
Why are 'cheie' clients important to a company?
What type of clients are the 'orfani' clients?
What type of clients are the 'orfani' clients?
Who is dependent on whom in the company-client relationship?
Who is dependent on whom in the company-client relationship?
What does the client do for the company?
What does the client do for the company?
What is the client's role in the company's activity?
What is the client's role in the company's activity?
What is the primary focus of the first control theme?
What is the primary focus of the first control theme?
How many pages should the control theme not exceed?
How many pages should the control theme not exceed?
What percentage of the final grade does the control theme represent?
What percentage of the final grade does the control theme represent?
How many units are included in Module II?
How many units are included in Module II?
What is the title of the book by Peppers and Rogers?
What is the title of the book by Peppers and Rogers?
Who are the authors of the book 'Customer Relationship Management: Concepts and Technologies'?
Who are the authors of the book 'Customer Relationship Management: Concepts and Technologies'?
What does the external audience include?
What does the external audience include?
What is the title of the book by Kumar and Reinartz?
What is the title of the book by Kumar and Reinartz?
Why do companies communicate with their external audience?
Why do companies communicate with their external audience?
What is the main focus of Unit 6 in Module II?
What is the main focus of Unit 6 in Module II?
Where should the control theme be submitted?
Where should the control theme be submitted?
What is the internal audience composed of?
What is the internal audience composed of?
What is the purpose of communicating with the internal audience?
What is the purpose of communicating with the internal audience?
What is the final response expected by a company from its audience?
What is the final response expected by a company from its audience?
What is the process that the audience goes through to reach the final response?
What is the process that the audience goes through to reach the final response?
Why is it important to tailor communication to the external audience?
Why is it important to tailor communication to the external audience?
What is the role of the marketing specialist in determining the desired response?
What is the role of the marketing specialist in determining the desired response?
Why is it important to communicate with the internal audience?
Why is it important to communicate with the internal audience?
Study Notes
Academic Integrity
- Students can request supplementary feedback by contacting the course holder and/or tutors via email.
- Academic integrity elements to be considered:
- Attendance at face-to-face meetings is recommended.
- Attendance at consultations is optional.
- Works submitted will be original.
- Plagiarism at any stage will result in loss of points.
- Contests must be made within 24 hours of result announcement and will be resolved within 48 hours.
Students with Disabilities
- The course holder is available to adapt content and methods to accommodate students with disabilities.
- Measures will be taken to ensure equal access to information and teaching activities.
Recommended Study Strategies
- Systematic study of modules is recommended.
- Emphasis on continuous individual preparation and accumulation of knowledge.
- Formative evaluations throughout the semester.
- Total hours required for studying and understanding the material is 125 hours.
- Documenting and elaborating on projects requires 72 hours, which will be allocated individually throughout the semester.
Course Support
- Modul I:
- Unit 1: What is Customer Relationship Management? (Emergence, importance, objective, role)
- Unit 2: The exchange process
- Unit 3: Purchase decision
- Unit 4: Customer segmentation
- Unit 5: Types of customers (e.g. most profitable, most developable, most vulnerable, most annoying)
- Modul II:
- Unit 6: Observing and listening to customers
- Unit 7: Approach
- Unit 8: Elements of a successful sales presentation
- Unit 9: Addressing objections
- Unit 10: Audience types (e.g. potential customers, existing customers, decision-makers, influencers)
Customer Relationship Management
- Importance of customer relationship management:
- Customer is the most important resource for the company and each employee.
- The company depends on the customer, not the other way around.
- Customer is the "goal" of the company's activity.
- Factors influencing segment attractiveness:
- Segment size and growth potential
- Profitability of the segment
- Existence and potential of competitors
- Company's capacity and possibilities
- Customer segmentation:
- Undifferentiated
- Differentiated
- Concentrated
- Personalized
- Identifying and selecting customer segments:
- Analyzing the attractiveness of each segment
- Considering the company's resources and possibilities
- Deciding on the target segments and their number
Bibliography
- List of recommended books for studying Customer Relationship Management.
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Description
This quiz covers the rules and guidelines of academic deontology, including attendance, original work, and plagiarism. It also outlines the process for requesting additional feedback.
