D077: Module 5 Study Questions
1.
In your own words, describe customer relationship management (CRM) and the purpose of implementing CRM in an organization. Lesson 18, Page 40
2.
CRM systems are powerful software systems that serve several essential functions for marketing, sales, and account management. What are some of the uses of CRM systems? Lesson 18, Page 40
3.
Identify and describe operational, analytical, and collaborative benefits of CRM? Lesson 19, Page 41
4.
What are the challenges in CRM? Lesson 19, Page 41
5.
What is Customer life cycle. Identify all the steps in Customer Life cycle? Lesson 20, Page 42
6.
Why is customer lifetime value (CLV) utilized by organizations? How is CLV calculated? Lesson 21, Page 43
7.
What is customer equity and why is this an important measure for organizations? Lesson 22, Page 44
8.
What is the role of marketing in setting expectations in assuring customer satisfaction? Lesson 23, Page 45
9.
Identify in bullet points all the Customer Satisfaction strategies? Lesson 23, Page 45
10. Identify and briefly describe the four guidelines regarding fair information practices in an electronic marketplace. Lesson 24, Page 46
11. Briefly describe the following terms (Lesson 24, Page 46)
a)
CAN-SPAM act
b)
Permission Marketing
