Loose Leaf for Business Driven Technology
7th Edition
ISBN: 9781260151787
Author: Paige Baltzan Instructor
Publisher: McGraw-Hill Education
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Question
Chapter 3, Problem 1OC
Program Plan Intro
Customer Relationship Management (CRM):
Customer Relationship Management refers to manage all the phases of the customer’s relationship within an organization. Such management helps to increases the loyalty of the customer and to retain an organizations profit. It permits the organization to allow the customer’s shopping and buying behaviors.
Expert Solution & Answer
Explanation of Solution
Usage of CRM system to support customers:
CRM system implemented in Apple helps to gain significant business intelligence.
- A CRM system enables the Apple to find the customers who are buying their products which helps the company to generate the overall estimation of customers.
- Apple view this report and provide special incentives to the customer such as free delivery, providing discounts and gift vouchers to the customers who purchased more things.
- Apple also determine which customer discontinued membership and why in order to help them fight the competition.
- The business intelligence gained through a CRM system is limitless.
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Students have asked these similar questions
Is it your opinion that the effect of good customer service on repeat business makes organizations that focus on their clients more successful? If you're going to respond, please include at least three supporting details.
How challenging was it to create a system that linked every part of the company? In your reply, please outline the issues and any potential remedies.
What governance mechanisms need to be put in place to ensure common customer data and a shared customer service center? What metrics might be useful?
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Chapter 3 Solutions
Loose Leaf for Business Driven Technology
Knowledge Booster
Similar questions
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