Podcast
Questions and Answers
What is the primary goal of a collaborative CRM approach?
What is the primary goal of a collaborative CRM approach?
- To win and keep profitable customers
- To transform customer data into actionable insights
- To automate customer-facing processes
- To remove silos between sales, marketing, and customer service teams (correct)
Which type of CRM focuses on automating customer-facing processes like selling, marketing, and customer service?
Which type of CRM focuses on automating customer-facing processes like selling, marketing, and customer service?
- Strategic CRM
- Analytical CRM
- Collaborative CRM
- Operational CRM (correct)
What is the primary purpose of strategic CRM?
What is the primary purpose of strategic CRM?
- To transform customer data into actionable insights
- To automate customer-facing processes
- To win and keep profitable customers (correct)
- To remove silos between teams
Which type of CRM involves transforming customer-related data into actionable insights?
Which type of CRM involves transforming customer-related data into actionable insights?
Which type of CRM is used by all teams in the organization, not just customer-facing teams?
Which type of CRM is used by all teams in the organization, not just customer-facing teams?
What is CRM primarily focused on?
What is CRM primarily focused on?
How does CRM help organizations in managing customer interactions?
How does CRM help organizations in managing customer interactions?
What does CRM consider as part of managing customer interactions?
What does CRM consider as part of managing customer interactions?
What role does technology play in CRM?
What role does technology play in CRM?
What does CRM aim to achieve through customer-centric processes?
What does CRM aim to achieve through customer-centric processes?
In what way does CRM differentiate itself from traditional operations?
In what way does CRM differentiate itself from traditional operations?
What is the primary focus of strategic CRM according to the text?
What is the primary focus of strategic CRM according to the text?
What is the key difference between the product and production orientations according to the text?
What is the key difference between the product and production orientations according to the text?
What is a potential risk of the product orientation?
What is a potential risk of the product orientation?
Which of the following is NOT a characteristic of the production orientation according to the text?
Which of the following is NOT a characteristic of the production orientation according to the text?
What type of customers are more likely to respond positively to claims about product excellence in the product orientation?
What type of customers are more likely to respond positively to claims about product excellence in the product orientation?
What is the key limitation of the product orientation according to the text?
What is the key limitation of the product orientation according to the text?
What type of businesses focus their innovation on supply chain optimization and simplification?
What type of businesses focus their innovation on supply chain optimization and simplification?
Which approach involves producing low-cost products and then heavily promoting them to sell?
Which approach involves producing low-cost products and then heavily promoting them to sell?
What is the risk of excessive focus on operational efficiency according to the text?
What is the risk of excessive focus on operational efficiency according to the text?
What belief do businesses have about customers' needs in the text?
What belief do businesses have about customers' needs in the text?
What is the focus of the 'price and convenience segment' in most markets?
What is the focus of the 'price and convenience segment' in most markets?
Which strategy is considered unsustainable in the text?
Which strategy is considered unsustainable in the text?
What is the primary focus of the customer experience (CX) movement?
What is the primary focus of the customer experience (CX) movement?
Why is it important to ensure the voice-of-the-customer is heard during CRM project planning and implementation?
Why is it important to ensure the voice-of-the-customer is heard during CRM project planning and implementation?
What is the relationship between CRM technologies and customer experience (CX)?
What is the relationship between CRM technologies and customer experience (CX)?
What is the primary focus of the business strategy mentioned in the text?
What is the primary focus of the business strategy mentioned in the text?
What is the primary role of IT support and customer intelligence in implementing a customer management strategy?
What is the primary role of IT support and customer intelligence in implementing a customer management strategy?
