DBB3201: CRM Process Implementation

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Questions and Answers

What is the focus of the retention stage in customer relationship management?

Acquiring new customers through online marketing
Transforming satisfied customers into brand advocates
Personalized interactions and loyalty programs (correct)
Nurturing existing customer relationships for upselling

How is customer retention emphasized in the relationship development stage?

Converting loyal buyers into brand advocates
Creating a positive overall experience for new clients
Proactive communication and addressing concerns (correct)
Attracting potential customers through online marketing

What is the primary goal of acquisition in E-CRM for managing customer relationships?

Attracting and onboarding new customers (correct)
Cross-selling and upselling products/services
Analyzing customer data for personalized offerings
Nurturing existing customer relationships

How does expansion in E-CRM contribute to increasing transaction values?

Tailoring offerings to individual preferences (C) Signup and view all the answers

What is the strategic framework for managing customer relationships in digital environments?

A2 E-CRM with acquisition, expansion, and retention dimensions (B) Signup and view all the answers

How did E-CRM impact the loyalty program at XYZ Electronics?

E-CRM enabled XYZ Electronics to customize their customer loyalty program according to individual customer preferences and purchasing patterns. Signup and view all the answers

What advantages did XYZ Electronics realize by implementing E-CRM?

XYZ Electronics reaped the benefits of enhanced marketing efficiency, proactive customer service, increased customer satisfaction, and enhanced customer loyalty. Signup and view all the answers

How did E-CRM assist XYZ Electronics in managing customer information from multiple sources?

E-CRM compiled consumer data from diverse sources, such as online stores, social media, and customer service interactions. Signup and view all the answers

What benefits did proactive customer service bring to XYZ Electronics through E-CRM?

Proactive customer service allowed XYZ Electronics to identify prospective problems early and resolve them before they became more serious. Signup and view all the answers

How did E-CRM contribute to increased consumer engagement at XYZ Electronics?

E-CRM enabled XYZ Electronics to observe consumer interactions and behavior, helping them to offer proactive customer service. Signup and view all the answers