Customer relationship management: Customer relationship management is a methodology that manages an organization’s communication with their customers. This method uses client’s history with the company to improve business relationships. Modern customer relationship management constructs sustainable enduring customer relationships that generate value for company and customers. Customer relationship management important to an organization: Without customers, a business cannot function...

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Answer 1

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Chapter 9, Problem 3RQ

Explanation of Solution

Customer relationship management:

Customer relationship management is a methodology that manages an organization’s communication with their customers.

This method uses client’s history with the company to improve business relationships.

Modern customer relationship management constructs sustainable enduring customer relationships that generate value for company and customers.

Customer relationship management important to an organization:

Without customers, a business cannot function...

Explanation of Solution

Partner relationship management:

Partner relationship management is a mixture of software, plans, concepts, procedures that are used by corporations to modernize business process with partners who vend their products and services.

A successful partner relationship management creates partnership between dealers and vendors that makes a profitable relationship...

Explanation of Solution

Tools and capabilities of CRM software for sales, marketing and customer service:

CRM is sales department: Sales department uses CRM by the following ways:

Customer service and support: It contains a wide range of customer services that helps the customers in making a cost effective and correct use of the products. It also contains planning, training, upgrading, maintaining the products.

Sales force automation: It is a type of program that automates business tasks like controlling inventory, sales processing, tracing the interactions of customers and analyzing the performance.

Contact management CRM: It is a type of CRM system that provides faster access to contact information of customers. It is often used with e-mail integration and activity management.

Opportunity management CRM: This type of CRM tool aids to manage the sales opportunities and generates accurate forecasts for the business. It organizes key sales information that is important to maximize the leads...

Explanation of Solution

Differences between Operational CRM and Analytical CRM:

Operational CRM Analytical CRM
This system is used to support front-office (direct interaction with customers) business processes. This system analyzes customer behavior and provides business intelligence.
It is very efficient and it provides 360⁰ view of customers, personalized marketing, etc...

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1. Definition of customer relationship management. 2. Why company focus CRM. 3. What is MIS application of customer relationship management.

To build stronger customer relationships, managers need clarity about their actual goals.Identify four (4) common objectives in CRM’s

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Answer 2

Expert Solution & Answer

Chapter 9, Problem 3RQ

Explanation of Solution

Customer relationship management:

Customer relationship management is a methodology that manages an organization’s communication with their customers.

This method uses client’s history with the company to improve business relationships.

Modern customer relationship management constructs sustainable enduring customer relationships that generate value for company and customers.

Customer relationship management important to an organization:

Without customers, a business cannot function...

Explanation of Solution

Partner relationship management:

Partner relationship management is a mixture of software, plans, concepts, procedures that are used by corporations to modernize business process with partners who vend their products and services.

A successful partner relationship management creates partnership between dealers and vendors that makes a profitable relationship...

Explanation of Solution

Tools and capabilities of CRM software for sales, marketing and customer service:

CRM is sales department: Sales department uses CRM by the following ways:

Customer service and support: It contains a wide range of customer services that helps the customers in making a cost effective and correct use of the products. It also contains planning, training, upgrading, maintaining the products.

Sales force automation: It is a type of program that automates business tasks like controlling inventory, sales processing, tracing the interactions of customers and analyzing the performance.

Contact management CRM: It is a type of CRM system that provides faster access to contact information of customers. It is often used with e-mail integration and activity management.

Opportunity management CRM: This type of CRM tool aids to manage the sales opportunities and generates accurate forecasts for the business. It organizes key sales information that is important to maximize the leads...

Explanation of Solution

Differences between Operational CRM and Analytical CRM:

Operational CRM Analytical CRM
This system is used to support front-office (direct interaction with customers) business processes. This system analyzes customer behavior and provides business intelligence.
It is very efficient and it provides 360⁰ view of customers, personalized marketing, etc...

Expert Solution & Answer

Want to see the full answer?

Check out a sample textbook solution

See solution

Answer 3

Expert Solution & Answer

Chapter 9, Problem 3RQ

Explanation of Solution

Customer relationship management:

Customer relationship management is a methodology that manages an organization’s communication with their customers.

This method uses client’s history with the company to improve business relationships.

Modern customer relationship management constructs sustainable enduring customer relationships that generate value for company and customers.

Customer relationship management important to an organization:

Without customers, a business cannot function...

Explanation of Solution

Partner relationship management:

Partner relationship management is a mixture of software, plans, concepts, procedures that are used by corporations to modernize business process with partners who vend their products and services.

A successful partner relationship management creates partnership between dealers and vendors that makes a profitable relationship...

Explanation of Solution

Tools and capabilities of CRM software for sales, marketing and customer service:

CRM is sales department: Sales department uses CRM by the following ways:

Customer service and support: It contains a wide range of customer services that helps the customers in making a cost effective and correct use of the products. It also contains planning, training, upgrading, maintaining the products.

Sales force automation: It is a type of program that automates business tasks like controlling inventory, sales processing, tracing the interactions of customers and analyzing the performance.

Contact management CRM: It is a type of CRM system that provides faster access to contact information of customers. It is often used with e-mail integration and activity management.

Opportunity management CRM: This type of CRM tool aids to manage the sales opportunities and generates accurate forecasts for the business. It organizes key sales information that is important to maximize the leads...

Explanation of Solution

Differences between Operational CRM and Analytical CRM:

Operational CRM Analytical CRM
This system is used to support front-office (direct interaction with customers) business processes. This system analyzes customer behavior and provides business intelligence.
It is very efficient and it provides 360⁰ view of customers, personalized marketing, etc...

Expert Solution & Answer

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Check out a sample textbook solution

See solution

Answer 4

Expert Solution & Answer

Chapter 9, Problem 3RQ

Explanation of Solution

Customer relationship management:

Customer relationship management is a methodology that manages an organization’s communication with their customers.

This method uses client’s history with the company to improve business relationships.

Modern customer relationship management constructs sustainable enduring customer relationships that generate value for company and customers.

Customer relationship management important to an organization:

Without customers, a business cannot function...

Explanation of Solution

Partner relationship management:

Partner relationship management is a mixture of software, plans, concepts, procedures that are used by corporations to modernize business process with partners who vend their products and services.

A successful partner relationship management creates partnership between dealers and vendors that makes a profitable relationship...

Explanation of Solution

Tools and capabilities of CRM software for sales, marketing and customer service:

CRM is sales department: Sales department uses CRM by the following ways:

Customer service and support: It contains a wide range of customer services that helps the customers in making a cost effective and correct use of the products. It also contains planning, training, upgrading, maintaining the products.

Sales force automation: It is a type of program that automates business tasks like controlling inventory, sales processing, tracing the interactions of customers and analyzing the performance.

Contact management CRM: It is a type of CRM system that provides faster access to contact information of customers. It is often used with e-mail integration and activity management.

Opportunity management CRM: This type of CRM tool aids to manage the sales opportunities and generates accurate forecasts for the business. It organizes key sales information that is important to maximize the leads...

Explanation of Solution

Differences between Operational CRM and Analytical CRM:

Operational CRM Analytical CRM
This system is used to support front-office (direct interaction with customers) business processes. This system analyzes customer behavior and provides business intelligence.
It is very efficient and it provides 360⁰ view of customers, personalized marketing, etc...

Expert Solution & Answer

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Check out a sample textbook solution

See solution

Answer 5

Expert Solution & Answer

Answer 6

Expert Solution & Answer

Answer 7

Chapter 9, Problem 3RQ

Explanation of Solution

Customer relationship management:

Customer relationship management is a methodology that manages an organization’s communication with their customers.

This method uses client’s history with the company to improve business relationships.

Modern customer relationship management constructs sustainable enduring customer relationships that generate value for company and customers.

Customer relationship management important to an organization:

Without customers, a business cannot function...

Explanation of Solution

Partner relationship management:

Partner relationship management is a mixture of software, plans, concepts, procedures that are used by corporations to modernize business process with partners who vend their products and services.

A successful partner relationship management creates partnership between dealers and vendors that makes a profitable relationship...

Explanation of Solution

Tools and capabilities of CRM software for sales, marketing and customer service:

CRM is sales department: Sales department uses CRM by the following ways:

Customer service and support: It contains a wide range of customer services that helps the customers in making a cost effective and correct use of the products. It also contains planning, training, upgrading, maintaining the products.

Sales force automation: It is a type of program that automates business tasks like controlling inventory, sales processing, tracing the interactions of customers and analyzing the performance.

Contact management CRM: It is a type of CRM system that provides faster access to contact information of customers. It is often used with e-mail integration and activity management.

Opportunity management CRM: This type of CRM tool aids to manage the sales opportunities and generates accurate forecasts for the business. It organizes key sales information that is important to maximize the leads...

Explanation of Solution

Differences between Operational CRM and Analytical CRM:

Operational CRM Analytical CRM
This system is used to support front-office (direct interaction with customers) business processes. This system analyzes customer behavior and provides business intelligence.
It is very efficient and it provides 360⁰ view of customers, personalized marketing, etc...

Answer 8

Chapter 9, Problem 3RQ

Explanation of Solution

Customer relationship management:

Customer relationship management is a methodology that manages an organization’s communication with their customers.

This method uses client’s history with the company to improve business relationships.

Modern customer relationship management constructs sustainable enduring customer relationships that generate value for company and customers.

Customer relationship management important to an organization:

Without customers, a business cannot function...

Answer 9

Chapter 9, Problem 3RQ

Explanation of Solution

Customer relationship management:

Customer relationship management is a methodology that manages an organization’s communication with their customers.

This method uses client’s history with the company to improve business relationships.

Modern customer relationship management constructs sustainable enduring customer relationships that generate value for company and customers.

Customer relationship management important to an organization:

Without customers, a business cannot function...

Answer 10

Explanation of Solution

Partner relationship management:

Partner relationship management is a mixture of software, plans, concepts, procedures that are used by corporations to modernize business process with partners who vend their products and services.

A successful partner relationship management creates partnership between dealers and vendors that makes a profitable relationship...

Answer 11

Explanation of Solution

Partner relationship management:

Partner relationship management is a mixture of software, plans, concepts, procedures that are used by corporations to modernize business process with partners who vend their products and services.

A successful partner relationship management creates partnership between dealers and vendors that makes a profitable relationship...

Answer 12

Explanation of Solution

Tools and capabilities of CRM software for sales, marketing and customer service:

CRM is sales department: Sales department uses CRM by the following ways:

Customer service and support: It contains a wide range of customer services that helps the customers in making a cost effective and correct use of the products. It also contains planning, training, upgrading, maintaining the products.

Sales force automation: It is a type of program that automates business tasks like controlling inventory, sales processing, tracing the interactions of customers and analyzing the performance.

Contact management CRM: It is a type of CRM system that provides faster access to contact information of customers. It is often used with e-mail integration and activity management.

Opportunity management CRM: This type of CRM tool aids to manage the sales opportunities and generates accurate forecasts for the business. It organizes key sales information that is important to maximize the leads...

Answer 13

Explanation of Solution

Tools and capabilities of CRM software for sales, marketing and customer service:

CRM is sales department: Sales department uses CRM by the following ways:

Customer service and support: It contains a wide range of customer services that helps the customers in making a cost effective and correct use of the products. It also contains planning, training, upgrading, maintaining the products.

Sales force automation: It is a type of program that automates business tasks like controlling inventory, sales processing, tracing the interactions of customers and analyzing the performance.

Contact management CRM: It is a type of CRM system that provides faster access to contact information of customers. It is often used with e-mail integration and activity management.

Opportunity management CRM: This type of CRM tool aids to manage the sales opportunities and generates accurate forecasts for the business. It organizes key sales information that is important to maximize the leads...

Answer 14

Explanation of Solution

Differences between Operational CRM and Analytical CRM:

Operational CRM Analytical CRM
This system is used to support front-office (direct interaction with customers) business processes. This system analyzes customer behavior and provides business intelligence.
It is very efficient and it provides 360⁰ view of customers, personalized marketing, etc...

Answer 15

Explanation of Solution

Differences between Operational CRM and Analytical CRM:

Operational CRM Analytical CRM
This system is used to support front-office (direct interaction with customers) business processes. This system analyzes customer behavior and provides business intelligence.
It is very efficient and it provides 360⁰ view of customers, personalized marketing, etc...

Answer 16

Expert Solution & Answer

Answer 17

Expert Solution & Answer

Answer 18

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Answer 19

Ch. 9.2 - Prob. 1CQ1 Ch. 9.2 - Prob. 2CQ1 Ch. 9.2 - Prob. 3CQ1 Ch. 9.2 - Prob. 4CQ1 Ch. 9.3 - Prob. 1CQ2 Ch. 9.3 - Prob. 2CQ2 Ch. 9.3 - Prob. 3CQ2 Ch. 9.3 - Prob. 4CQ2 Ch. 9 - Prob. 1IQ Ch. 9 - Prob. 2IQ

Solution Summary: The author explains that customer relationship management is a methodology that manages an organization’s communication with their customers.

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Chapter 9 Solutions

Operational CRM	Analytical CRM
This system is used to support front-office (direct interaction with customers) business processes.	This system analyzes customer behavior and provides business intelligence.
It is very efficient and it provides 360⁰ view of customers, personalized marketing, etc...