CRM and CEM in the Digital Age
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Questions and Answers

Which term refers to the strategy that offers a variety of options for a business to connect with its clientele?

  • Loyalty programs
  • Customer experience management (CEM)
  • Customer relationship management (CRM) (correct)
  • Social media

    • What is the role of social media in customer relationship management (CRM)?

  • To define the concepts of CRM and CEM
  • To connect businesses with their clientele (correct)
  • To describe customer acquisition and retention
  • To explain the worth of retaining marginal customers

    • Which term refers to the process of winning back former customers?

  • Customer reacquisition (correct)
  • Customer retention
  • Customer lifetime value
  • Customer acquisition

    • What is the importance of customer lifetime value in CRM?

    <p>To calculate the long-term value of a customer</p> Signup and view all the answers

    Which term refers to the process of analyzing large amounts of customer data to identify patterns and trends?

    <p>Data mining</p> Signup and view all the answers

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