+
Related Flashcards
Related Topics
Cards In This Set
| Front | Back |
|
RFM
|
Recency, Frequency, Monetary Value
|
|
CRM
|
Managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability.
|
|
Operational CRM Technologies
|
Marketing, Sales, Customer Service
|
|
Operational CRM - Marketing
|
(1) list generator; (2) campaign management; (3) cross-selling and up-selling
|
|
Operational CRM - Sales
|
(1) sales Management; (2) contact management; (3) opportunity management.
|
|
Operational CRM - Customer Service
|
(1) contact centre; (2) web-based self-service; (3) call scripting
|
|
CRM reporting technologies
|
Help organizations identify their customers across other applications.
|
|
Evolution of CRM (3 phases)
|
(1) reporting; (2) analyzing; (3) predicting
|
|
CRM analysis
|
Help organizations segment their customers into categories such as best and worst customers.
|
|
CRM predicting technologies
|
Help organizations make predictions regarding customer behaviour such as which customers are at risk of leaving.
|
|
Operational CRM
|
Supports traditional transactional processing for day-to-day front-office operations or systems that deal directly with the customers.
|
|
Analytical CRM
|
Supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers.
|
|
List generators
|
Compile customer information from a variety of sources and segment the information for different marketing campaigns.
|
|
Campaign management system
|
Guides users through marketing campaigns performing tasks such as campaign definition, planning, scheduling, segmentation, and success analysis.
|
|
Cross-selling and up-selling
|
Apple pie / supersize
|
