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Terms in this set (30)customer relationship management (CRM) involves managing all aspects of a customer's relationship with an organizaton to increase customer loyalty and retention and an organization's profitability CRM reporting technologies
help organizations identify their customers across other applications CRM analysis technologies help organizations segment their customers into categories such as best and worse customers CRM predicting technologies help organizations make predictions regarding customer behavior such as which customers are at the risk of leaving operational CRM supports traditional transactional processing for day-to-day front office operations or systems that deal directly with customers analytical CRM supports back-office operations and strategic analysis includes all systems that do not deal directly with customers list generators compiles customer information from a variety of sources and segments the information for different marketing campaigns campaign management systems guides users through marketing campaigns performing such tasks as campaign definition, planning, scheduling, segmentation, and success analysis cross-selling selling additional products or services to a customer up-selling increasing the value of a sale sales force automation a system that automatically tracks all of the steps in the sales process sales management CRM systems automates each phase of the sales process, helping individual sales reps coordinate and organize all of their accounts contact management CRM system maintains customer contact information and identifies prospective customers for future sales opportunity management CRM system targets sales opportunities by finding new customers or companies for future sales contact center customer service reps answer customer inquiries and respond to problems through a number of different customer touchpoints web-based self-service systems allows customers to use the web to find answers to their questions or solutions to their problems
click-to-talk buttons allow customers to click a button and talk with a customer service rep via the internet call scripting systems accesses organizational databases that track similar issues or questions and automatically generates the details for the customer service rep who can then relay them to a customer personalization occurs when a website can know enough about a person's likes and dislikes that it an fashion offers that are more liy to appeal to that person supplier relatoinship management focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects, which optimizes supplier selection partner relationship management focuses on keeping vendors satisfied by managing alliance partner and reseller relationships that provide customers with the optimal sales channel employee relationship management provides employees with a subset of CRM applications available through a web browser business intelligence refers to applications and technologies that are used to gather, provide access to, and analyze data and information to support decision-making processes data mining the process of analyzing data to extract information not offered by the raw data alone cluster analysis a technique used to divide an information set into mutually exclusive groups such that members of each group are as close together as possible to one another and the different groups are as far apart as possible association detection reveals the degree to which variables are related and the nature and frequency of these relationships in the information market basket analysis analyzes such items as websites and checkout scanner information to detect customer's buying behavior and predict future behavior by identifying affinities among customers' choices of products and services statistical analysis performs such functions as information correlations, distributions, calculations, and variance analysis forecasts predictions made on the basis of time-series information time-series information time-stamped information collected at a particular frequency Recommended textbook solutions Advanced Engineering Mathematics10th EditionErwin Kreyszig 4,134 solutions Elementary Number Theory7th EditionDavid Burton 776 solutions Book of Proof2nd EditionRichard Hammack 340 solutions Book of Proof2nd EditionRichard Hammack 340 solutions Sets with similar termsK201:Chapter 931 terms aemoore93 Chapter 942 terms Todd2166 Chapter 9 - IS33 terms rileykiltz MIS Test 2 - Ch. 947 terms jessica_mallett Other sets by this creatorBUS465 Ch. 1-6 Quiz46 terms epipatti Global Marketing Final Exam21 terms epipatti IMC Exam #2116 terms epipatti SCM Exam #452 terms epipatti Verified questions
ADVANCED MATH What is the plaintext message that corresponds to the ciphertext 1213 0902 0539 1208 1234 1103 1374 that is produced using modular exponentiation with modulus p = 2591 and encryption key e = 13? Verified answer
ADVANCED MATH Does the point of intersection of the angle bisectors of a triangle (the incentre) always lie inside the triangle? Justify your answer. Verified answer ADVANCED MATH Let $\mathcal{A}$ be a nonempty collection of sets. Deternune the truth of each of the following statements and of their converses: a. $x \in \bigcup_{A \in \mathcal{A}} A \Rightarrow x \in A$ for at least one $A \in \mathcal{A}$ b. $x \in \bigcup_{A \in \mathcal{A}} A \Rightarrow x \in A$ for every $A \in \mathcal{A}$ c. $x \in \bigcap_{A \in \mathcal{A}} A \Rightarrow x \in A$ for at least one $A \in \mathcal{A}$ d. $x \in \bigcap_{A \in \mathcal{A}} A \Rightarrow x \in A$ for ever $A \in \mathcal{A}$. Verified answer
ADVANCED MATH Paperco recycles newsprint, uncoated paper, and coated paper into recycled newsprint, recycled uncoated paper, and recycled coated paper. Recycled newsprint can be produced by processing newsprint or uncoated paper. Recycled coated paper can be produced by recycling any type of paper. Recycled uncoated paper can be produced by processing uncoated paper or coated paper. The process used to produce recycled newsprint removes 20% of the input’s pulp, leaving 80% of the input’s pulp for recycled paper. The process used to produce recycled coated paper removes 10% of the input’s pulp. The process used to produce recycled uncoated paper removes 15% of the input's pulp. The purchasing costs, processing costs, and availability of each type of paper are shown in Table 14. To meet demand Paperco must produce at least 250 tons of recycled newsprint pulp, at least 300 tons of recycled uncoated paper pulp, and at least 150 tons of recycled coated paper pulp. Formulate a balanced transportation problem that can be used to minimize the cost of meeting Paperco’s demands. TABLE 14: $$ \begin{matrix} \text{ } & \text{Purchase Cost per Ton of Pulp (\$)} & \text{Processing Cost per Ton of Input (\$)} & \text{Availability}\\ \text{Newsprint} & \text{10} & \text{ } & \text{500}\\ \text{Coated paper} & \text{9} & \text{ } & \text{300}\\ \text{Uncoated paper} & \text{8} & \text{ } & \text{200}\\ \text{NP used for RNP} & \text{ } & \text{3} & \text{ }\\ \text{NP used for RCP} & \text{ } & \text{4} & \text{ }\\ \text{UCP used for RNP} & \text{ } & \text{4} & \text{ }\\ \text{UCP used for RUP} & \text{ } & \text{1} & \text{ }\\ \text{UCP used for RCP} & \text{ } & \text{6} & \text{ }\\ \text{CP used for RUP} & \text{ } & \text{5} & \text{ }\\ \text{CP used for RCP} & \text{ } & \text{3} & \text{ }\\ \end{matrix} $$ Verified answer Other Quizlet setsMSOM 302 - Chapter 8.2 (CRM)15 terms jeremy_francese5 BIS Ch. 832 terms jacobae1 EBTM337 - Chapter 842 terms lydsthomps CRM & ERP19 terms sabbyht Related questionsQUESTION If a large organization wants software that will benefit the entire organization—what's known as enterprise application software—the organization must develop it specifically for the business in order to get the functionality required. T or F 5 answers QUESTION For government (public sector) organizations, what law defines the standard these agencies must meet for accessibility of their electronic and information technology, including websites? 15 answers QUESTION What is a small file deposited on a hard drive by a website containing information about customers and their web activities? 15 answers QUESTION According to the business process modeling notation, the end of a business process is symbolized by a... 12 answers What maintains customer contact information?A CRM tool lets you store customer and prospect contact information, identify sales opportunities, record service issues, and manage marketing campaigns, all in one central location — and make information about every customer interaction available to anyone at your company who might need it.
What maintains customer contact information and identifies prospective customers for future sales quizlet?a sales and operational CRM technology; maintains customer contact information and identifies prospective customers for future sales, using tools such as organizational charts, detailed customer notes, and supplemental sales information.
What is a form of predictive analytics for marketing campaigns that attempts to identify target markets or people who could be convinced to buy products?Uplift modeling: A form of predictive analytics for marketing campaigns that attempts to identify target markets or people who could be convinced to buy products.
Which functions allow customers to click on a button and talk with a representative via the Internet?VoIP click to call - this is the version of click to call that's known as a webcall. Using WebRTC technology, a customer can click a button on a website and be directly connected to a customer support agent using their computer's inbuilt microphone and speaker.
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What compiles customer information from a variety of sources and segment it for different marketing campaigns?
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