Intro To Mgmt LAP-CR-016: Section A: DESCRIBE CUSTOMER RELATIONSHIP MANAGEMENT

Use technology that allows operators to track and organize information on the customers who call in; next step solutions

Today, customer relationship management CRM is viewed as a way for businesses to increase their most important asset __

____ uses touch points to learn something valuable about the customer

When a customer is satisfied with your business, they will often tell friends, family, and coworkers about you

In the modern business world, a growing number of interactions between businesses and customers are taking place __

____ uses touch points to allow the customer to learn something valuable about the company

Complete Sentence: An example of a customer relationship management plan that provides specials to valued customers __

____ asks, “How can we track and organize customer information and use it to our best advantage?”

In the past, customer relationship management was used mainly as a way to ___

By tracking and organizing customer information, you can determine which customers spend the most money

Today’s customers prefer looking for new businesses over sticking with businesses they feel comfortable with

The marketing department uses information from CRM to target customers and promote the business’s product(s)

The sales department uses info from CRM to qualify and prioritize sales leads, a more efficient use of time and effort

Businesses can build customer loyalty by providing excellent customer service through warranties and guarantees

Our economy has shifted from a service economy to a(n) __________ economy

Employees need to learn how to execute CRM procedures , how to operate CRM software, and how to “go the extra mile”

Customers tend to look at a business as a whole despite the number of __________ they experience

Knowing the answers to ___ question prevents the business from wasting time and money on unnecessary procedures or tech

Many people make the mistake of thinking that customer relationship management refers solely to __

customer relationship management CRM is the same as customer service

The difference between customer relationship management and customer experience management is that CRM focuses on ___

A business “bending over backwards” to fix a problem & ensure the customer is satisfied, to maintain long-term relations

The vastness of the Internet makes it difficult for businesses to establish & nurture personal customer relationships

Interacting with customers over the phone, in-person, and through the mail are older types of touch points

____ asks, “How can we create the best possible experience for customers when they interact with our business”

A main goal of customer experience management is creating __

Employees need the authority to create and maintain customer relationships; not seeking managerial permission each time

Businesses can build customer loyalty by providing excellent customer service through maintenance and repairs policies

Customers can provide feedback about their experiences with the company & offer suggestions for new goods or services

Over the long term, focusing on your customers and establishing relationships with them to make money

Businesses can build customer loyalty by providing excellent customer service through ongoing customer support

Which of the following is no longer a consideration in customers’ buying decisions for many products:

When a business has taken the time and effort to establish positive, long-term relationships with customers