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Questions and Answers
What is a key benefit of CRM technologies in terms of resource utilization?
What is a key benefit of CRM technologies in terms of resource utilization?
How does CRM technology help in acquiring new customers?
How does CRM technology help in acquiring new customers?
What aspect does analytical CRM primarily focus on?
What aspect does analytical CRM primarily focus on?
What is a direct benefit of having a better understanding of individual customer needs?
What is a direct benefit of having a better understanding of individual customer needs?
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Which of the following is NOT a benefit associated with CRM technologies?
Which of the following is NOT a benefit associated with CRM technologies?
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What is the main purpose of customer intelligence systems?
What is the main purpose of customer intelligence systems?
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Which of the following best describes decision support systems?
Which of the following best describes decision support systems?
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How does data warehousing benefit an organization?
How does data warehousing benefit an organization?
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What is the goal of performance measurement systems within an organization?
What is the goal of performance measurement systems within an organization?
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What aspect does strategic CRM primarily focus on?
What aspect does strategic CRM primarily focus on?
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In the context of operational CRM, what does it mean to provide a differentiated customer experience?
In the context of operational CRM, what does it mean to provide a differentiated customer experience?
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What is the primary function of competitor intelligence tools?
What is the primary function of competitor intelligence tools?
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Which tool is specifically designed to determine customer profitability?
Which tool is specifically designed to determine customer profitability?
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What is the primary function of help-desk systems?
What is the primary function of help-desk systems?
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How do call centres enhance customer service compared to standard help-desk systems?
How do call centres enhance customer service compared to standard help-desk systems?
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What advantage does caller identification technology provide for customer service?
What advantage does caller identification technology provide for customer service?
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Which technology allows for the effective communication with millions of customers?
Which technology allows for the effective communication with millions of customers?
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What defines a service product in the context of value creation?
What defines a service product in the context of value creation?
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Why is system integration technology important for organizations?
Why is system integration technology important for organizations?
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How do mobi-sites enhance the customer experience?
How do mobi-sites enhance the customer experience?
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What is essential for competitive advantage in service marketing?
What is essential for competitive advantage in service marketing?
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Study Notes
Tools in Customer Support
- Help-desk systems: Centralized knowledge bases enabling quick assistance to customers via direct, telephonic, or electronic means.
- Call centres: Advanced help-desks that allow customers to place orders, check account statuses, and arrange service delivery.
- Caller identification technology: Recognizes incoming telephone numbers and links them to corresponding customer information in databases.
- System integration technologies: Facilitate the integration of business systems for efficient validation and information sharing.
- Web casting: A cost-effective way to reach millions of customers for continuous engagement and relationship-building.
- Short messaging services (SMS): Utilized to communicate information to customers through cellular networks.
- Mobi-sites: Websites optimized for mobile devices, enhancing user experience on small screens.
Nature of Service Products
- A product encompasses anything offered to a market, including tangible goods, services, and ideas.
- Service products focus on delivering benefits and satisfying customer needs, often forming the core of an organization's offerings.
- Typically consist of a blend of both products and services for total customer satisfaction.
Data Management Tools
- Data mining and analysis: Tools for extracting and analyzing data from diverse sources to gain insights.
- Data warehousing: Stores data for easy access and retrieval in user-friendly formats, complementing data mining efforts.
- Performance measurement systems: Define performance expectations and alert relevant parties when targets are not met.
- Customer intelligence systems: Monitor extensive customer information to enhance understanding of customer behavior.
- Competitor intelligence tools: Enable the analysis of competitors to stay informed about the competitive landscape.
Strategic CRM
- Focuses on discovering new business opportunities, managing risks, and enhancing profits while improving customer satisfaction.
- Modeling and simulation: Tools for virtually recreating real-world scenarios to inform decision-making.
- Decision support systems: Allow for exploration of 'what if' scenarios to strategize effectively.
- Customer profitability systems: Assist organizations in identifying valuable customers for retention and targeting.
Operational CRM
- Encompasses technologies aimed at providing a unique customer experience to maintain competitive advantage.
Benefits of CRM Technologies
- Profit improvement: Better resource utilization based on real-time market data leads to increased profits.
- Cost reduction: Streamlined strategies reduce wastage and overall costs.
- Acquisition of new customers: Continuous data collection provides insights into potential clientele.
- Business development: Uncovers inefficiencies and new market trends, leading to fresh business ideas and opportunities.
- Enhanced customer satisfaction: Deeper understanding of customer needs allows for personalized experiences.
- Employee satisfaction: Improved support systems foster stronger employee connections and mutual goal realization within the organization.
Analytical CRM
- Involves gathering and analyzing customer data to understand past, current, and future behaviors and trends.
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Description
Explore the various tools used in customer support, including help-desk systems, caller identification technology, and SMS services. This quiz will help you understand how these tools enhance customer engagement and improve service efficiency. Test your knowledge on the integration of technology in customer service!
