CHAPTER 11:BUILDING A CUSTOMER-CENTRIC ORGANIZATION-CUSTOMER RELATIONSHIP MANAGEMENT

OPENING CASE STUDY QUESTIONS

1)WHY IS IT IMPORTANT FOR ANY COMPANY TO USE CRM STRATEGIES TO MANAGE CUSTOMER INFORMATION?

-PROVIDE BETTER CUSTOMER SERVICE
-MAKE CALL CENTERS MORE EFFICIENT
-CROSS SELL PRODUCTS MORE EFFECTIVELY
-HELP SALES STAFF CLOSE DEALS FASTER


2)IF THE VIRTUAL WORLD IS THE FIRST POINT OF CONTACT BETWEEN A COMPANY AND ITS CUSTOMERS, HOW MIGHT THAT TRANSFORM THE ENTIRE SHOPPING EXPERIENCE?

-EASY TO BUY ANYTHING AND DO TRANSACTION OF PURCHASING
-FASTER, NOT WASTE TIME AND SAVE ENERGY
-EASY TO GET GOODS
-SPEND MONEY