UNIVERSITY OF GHANA (All rights reserved) UGBS SECOND SEMESTER EXAMINATIONS: 2013/2014. BSc, MAY 2014
|
|
- Patrick Copeland
- 8 years ago
- Views:
Transcription
1 UNIVERSITY OF GHANA (All rights reserved) UGBS SECOND SEMESTER EXAMINATIONS: 2013/2014 BSc, MAY 2014 ECCM 302: CUSTOMER RELATIONSHIP MANAGEMENT (3 CREDITS) TIME ALLOWED: 3HRS IMPORTANT: 1. Please read the questions carefully before answering them since deviation will attract no mark. 2. Answer ALL questions in Section A, and any THREE (3) other questions in Section B Page 1 of 7
2 SECTION A. Answer all questions (30 marks) 1) Identify a strategy from among the following which is not applicable to CRM. a) Identifying different types of customers b) Developing better relationships with profitable customers c) Locating and enticing customers who will be profitable d) Treating all the customers as equal irrespective of their profitability. 2) The economic value of the customer relationship to the firm expressed on the basis of contribution margin or net profit is called. a) brand equity b) relationship value c) customer value d) profitability of the firm 3) The practice of sales force automation within the sales function is an example of CRM. a) customer-facing front end level b) functional level c) strategic level d) firm level 4) The key components of CRM from a business strategy perspective do not include. a) the process of selecting profitable customers b) shaping the interactions between company and customers c) optimizing current and future value of customers d) focusing on extracting maximum profit from a single transaction 5) The goal of CRM is to. a) Optimize the current and future value of customers b) Maximize revenues c) Increase short-term satisfaction of customers Page 2 of 7
3 6) Which of the following is a type of CRM: a) Strategic level b) Customer-facing front-end level c) Functional level 7) The key components of the CRM definition from a business strategy perspective include: a) Employees b) Counteractions c) Exchange process d) None of the above 8) The goal of strategic CRM is to: a) Maximize productivity b) Shape interactions between company and customers to maximize their lifetime value c) Achieve competitive advantage 9) A set of processes needed to execute marketing functions like sales force automation or campaign management refers to the perspective of CRM: a) functional b) customer-facing c) strategic d) none of the above 10) The component of CRM strategy characterized by top management belief and commitment that the customer is at the center of activity is: a) Integration and alignment of organizational processes b) Information capture and alignment of technology c) Customer-management orientation d) CRM strategy implementation 11) The two dimensions of the CRM Implementation Matrix are. a) organizational processes and technology b) profitability and behavior c) customer and management d) none of the above Page 3 of 7
4 12) Marketing-driven CRM implementation is characterized by: a) Activities and processes that constitute analytical CRM b) Activities and processes that constitute operational CRM c) Acquisition and retention aligned with customer needs and values 13) Which function is key to company s ability to maintain proactive relations with customers and hence retain satisfied loyal customers: a) Sales and sales management function b) Marketing function c) Customer service function d) Accounting function 14) The formula for Return on Investment calculation is: a) Sales/Investment X 100% b) Revenues/Investment X 100% c) Cost/Investment X 100% d) Profits/Investment X 100% 15) The costs incurred in a CRM investment are: a) IT costs b) People costs c) Process costs 16) is at the heart of an IT-enabled CRM system a) Contact management b) Operations management c) Customer database d) Computer Telephony Integration 17) People costs in CRM investment refer to: a) Recruitment costs b) Redeployment costs c) Training costs Page 4 of 7
5 18) Enhancing/modifying service delivery vehicles to match specific customer needs falls under which component of CRM infrastructure a) Partner channel automation b) Sales force automation c) Personalization and content management d) Information delivery 19) Which of these is not an effective way to deal with resistance from employees to CRM strategies a) Listening and encouraging people to talk about what is happening b) Allowing people to make the change and to grieve. c) Trying to make quick fixes to quench the resistance d) Holding regular communication meetings 20) The customer activity measures do not comprise. a) average-inter-purchase time b) share of category requirement c) lifetime duration d) P(Active) 21) Size of wallet and Share of wallet are classified as. a) traditional marketing metrics b) primary customer-based metrics c) popular customer-based value metrics d) strategic customer-based value metrics 22) is defined as the proportion of category value accounted for by a focal firm within its entire base of buyers. a) Individual share of wallet b) Share of category requirement c) Aggregate share of wallet d) Individual share of category requirement 23) The abbreviations of the ABC method stand for: a) Active business customer b) Acquisition-based costing c) Activity-based costing d) Acquisition business costing Page 5 of 7
6 24) The step of gaining consumer insight in the data-mining process does not include the activity of: a) Training predictive models a) Deploying models b) Comparing models c) Selecting models 25) Which of the following does not belong to a type of row manipulation in the datamining process? a) Elimination b) Aggregation c) Change detection d) Missing value detection 26) is not an activity that is included in the second step of the datamining process. a) Looking for data sources b) Loading the data c) Checking data quality d) Flattening the data 27) Which data type is not included in geodemographic data? a) Socioeconomic status of a region b) Average age c) Type of housing d) All mentioned data types are included 28) Standardizing the data mining process ensures. a) Required quality of results b) Making it a repeatable process c) Quicker training of new employees. Page 6 of 7
7 29) Which of these is not true regarding data mining: a) Helps to reduce churn b) Increases customer profitability by identifying customers with high growth potential c) Increases marketing costs by more selective targeting d) Provides chance for impressive cost reductions and revenue enhancements 30) Creating new variables based on existing ones is called: a) Transformation b) Derivation c) Elimination d) Definition Section B: Answer any THREE (3) questions in this section 2. Describe briefly the three types of CRM. (20 marks) 3. What are the characteristics of marketing-driven CRM implementation? (20 marks) 4. Briefly describe the "CRM Strategy step in CRM strategy development (20 marks) 5. Briefly describe how retention differs from loyalty. (20 marks) 6. Discuss the following RFM Method, using examples. (20 marks) (a) Recency (b) Frequency (c) Monetary value Page 7 of 7
Customer Relationship Management
V. Kumar Werner Reinartz Customer Relationship Management Concept, Strategy, and Tools ^J Springer Part I CRM: Conceptual Foundation 1 Strategic Customer Relationship Management Today 3 1.1 Overview 3
More informationChapter 3: Strategic CRM
Chapter 3: Strategic CRM Overview Topics discussed: CRM perspectives The components of strategic CRM Steps in developing a CRM strategy Case Study: CRM implementation at International Business Machines,
More informationChapter 5: Customer Analytics Part I
Chapter 5: Customer Analytics Part I Overview Topics discussed: Traditional Marketing Metrics Customer Acquisition Metrics Customer Activity Metrics Popular Customer-based Value Metrics 2 Traditional and
More informationChapter 1: Strategic Customer Relationship Management Today
Chapter 1: Strategic Customer Relationship Management Today Overview Topics discussed: From the marketing to the customer concept CRM and customer value The concept of CRM CRM from a business strategy
More informationChapter 2: Relationship Marketing and the Concept of Customer Value
Chapter 2: Relationship Marketing and the Concept of Customer Value Overview Topics discussed: The Link between CRM and Database Marketing, and the Importance of Customer Value Satisfaction-Loyalty-Profit
More informationVoice. listen, understand and respond. enherent. wish, choice, or opinion. openly or formally expressed. May 2010. - Merriam Webster. www.enherent.
Voice wish, choice, or opinion openly or formally expressed - Merriam Webster listen, understand and respond May 2010 2010 Corp. All rights reserved. www..com Overwhelming Dialog Consumers are leading
More informationCUSTOMER RELATIONSHIP MANAGEMENT CONCEPTS AND TECHNOLOGIES
CUSTOMER RELATIONSHIP MANAGEMENT CONCEPTS AND TECHNOLOGIES Chapter 1: Introduction to CRM Selected definitions of CRM 1 CRM is an information industry term for methodologies, software, and usually Internet
More informationPROFITABLE CUSTOMER ENGAGEMENT Concepts, Metrics & Strategies
PROFITABLE CUSTOMER ENGAGEMENT Concepts, Metrics & Strategies V. Kumar Dr V.Kumar Chapter 4 Valuing customer contributions The future looks green!!! Instructor s Presentation Slides 2 Traditional measures
More informationCustomer Relationship Management Lecture 1: Introduction - CRM Jargons, Value Systems and Value Chains. Mehran Rezaei
Customer Relationship Management Lecture 1: Introduction - CRM Jargons, Value Systems and Value Chains Mehran Rezaei سرفصل مطالب این جلسه ebiz و ecommerce آنچه مد نظر ماست از نقطه نظر گرایش تجارت الکترونیکی
More informationChapter 5: Customer Relationship Management. Introduction
Chapter 5: Customer Relationship Management Introduction Customer Relationship Management involves managing all aspects of a customer s relationship with an organization to increase customer loyalty and
More informationChapter 4: Implementing the CRM Strategy
Chapter 4: Implementing the CRM Strategy Overview Topics discussed: Elements of a CRM System Customer Interphase / Touch Points CRM Applications Return on Investment (ROI) of CRM CRM Costs Why is ROI of
More informationCustomer Care for High Value Customers:
Customer Care for High Value Customers: Key Strategies Srinivasan S.T. and Krishnan K.C. Abstract Communication Service Providers (CSPs) have started investing in emerging technologies as a result of commoditization
More informationContinuous Customer Dialogues
Continuous Customer Dialogues STRATEGIES FOR GROWTH AND LOYALTY IN MULTI-CHANNEL CUSTOMER-ORIENTED ORGANIZATIONS whitepaper TABLE OF CONTENTS: PAGE Overview...3 The Continuous Customer Dialogue Vision...4
More informationImproving customer relationships
White paper Customer Engagement Improving customer relationships How top companies maximize lifetime value through effective customer engagement Page 2 Customer experiences help drive long-term profits.
More informationCustomer Analytics. Segmentation Beyond Demographics. August 2008 Ian Michiels
Customer Analytics Segmentation Beyond Demographics August 2008 Ian Michiels Page 2 Executive Summary This report isolates best practices in customer analytics and customer segmentation. The report articulates
More informationRelationship Marketing. SHSMD Luncheon October 5, 2007 Leean Kravitz Mudhouse Advertising
Relationship Marketing SHSMD Luncheon October 5, 2007 Leean Kravitz Mudhouse Advertising What is relationship marketing? Marketing designed to create, maintain, and enhance strong relationships with customers
More informationDimensional modeling for CRM Applications
Dimensional modeling for CRM Applications Learning objective CRM has emerged as a mission-critical business strategy that is essential to a company s survival The perceived business value of understanding
More informationNICE MULTI-CHANNEL INTERACTION ANALYTICS
NICE MULTI-CHANNEL INTERACTION ANALYTICS Revealing Customer Intent in Contact Center Communications CUSTOMER INTERACTIONS: The LIVE Voice of the Customer Every day, customer service departments handle
More informationINSTRUCTIONS TO CANDIDATES Answer questions in Section A and any other three questions from Section B.
NATIONAL UNIVERSITY OF SCIENCE AND TECHNOLOGY FACULTY OF COMMERCE DEPARTMENT OF MARKETING CUSTOMER RELATIONSHIP MANAGEMENT CBU2202 FINAL EXAMINATION MAY 2014 TIME ALLOWED: 3 HOURS INSTRUCTIONS TO CANDIDATES
More informationCRM Scorecard - CRM Performance Measurement
CRM Scorecard - CRM Performance Measurement College of Computer and Information Sciences, King Saud University arwa_mas@yahoo.com, lalsafadi@ksu.edu.sa, mudimigh@ksu.edu.sa Abstract Relationship Management
More informationMarketing Advanced Analytics. Predicting customer churn. Whitepaper
Marketing Advanced Analytics Predicting customer churn Whitepaper Churn prediction The challenge of predicting customers churn It is between five and fifteen times more expensive for a company to gain
More informationCustomer relationship management MB-104. By Mayank Kumar Pandey Assistant Professor at Noida Institute of Engineering and Technology
Customer relationship management MB-104 By Mayank Kumar Pandey Assistant Professor at Noida Institute of Engineering and Technology University Syllabus UNIT-1 Customer Relationship Management- Introduction
More informationSOCIAL CUSTOMER RELATIONSHIP MANAGEMENT (SCRM) IN INDIAN RETAIL INDUSTRY
SOCIAL CUSTOMER RELATIONSHIP MANAGEMENT (SCRM) IN INDIAN RETAIL Dr. A.R. Annadurai* INDUSTRY Abstract: Social CRM is an advanced form of customer relationship management that uses social media services,
More informationManaging Customer Retention
Customer Relationship Management - Managing Customer Retention CRM Seminar SS 04 Professor: Assistent: Handed in by: Dr. Andreas Meier Andreea Iona Eric Fehlmann Av. Général-Guisan 46 1700 Fribourg eric.fehlmann@unifr.ch
More informationChapter. Enterprise Business Systems
Chapter 4 Enterprise Business Systems Learning Objectives Identify and give examples to illustrate the following aspects of customer relationship. Business processes supported Customer and business value
More informationBusiness Process Services. White Paper. Predictive Analytics in HR: A Primer
Business Process Services White Paper Predictive Analytics in HR: A Primer About the Authors Tuhin Subhra Dey Tuhin is a member of the Analytics and Insights team at Tata Consultancy Services (TCS), where
More informationHello, Goodbye. The New Spin on Customer Loyalty. From Customer Acquisition to Customer Loyalty. Definition of CRM.
Hello, Goodbye. The New Spin on Customer Loyalty The so-called typical customer no longer exists. Companies were focused on selling as many products as possible, without regard to who was buying them.
More informationDEVELOP INSIGHT DRIVEN CUSTOMER EXPERIENCES USING BIG DATA AND ADAVANCED ANALYTICS
DEVELOP INSIGHT DRIVEN CUSTOMER EXPERIENCES USING BIG DATA AND ADAVANCED ANALYTICS by Dave Nash and Mazen Ghalayini; Contributions by Valentin Grasparil This whitepaper is the second in a 3-part series
More informationOverview, Goals, & Introductions
Improving the Retail Experience with Predictive Analytics www.spss.com/perspectives Overview, Goals, & Introductions Goal: To present the Retail Business Maturity Model Equip you with a plan of attack
More informationAnalytical CRM solution for Banking industry
Analytical CRM solution for Banking industry Harbinger TechAxes PVT. LTD. 2005 Insights about What are the reasons and freq. for a customer contact? What are my product holding patterns? Which of my are
More informationIs there an ROI from Social Media Marketing?
TOM PISELLO, CHAIRMAN & FOUNDER Blog: http://blog.alinean.com/ Twitter: @tpisello http://www.alinean.com http://www.fightfrugalnomics.com Is there an ROI from Social Media Marketing? Agenda 1. Need for
More informationGet Better Business Results
Get Better Business Results From the Four Stages of Your Customer Lifecycle Stage 1 Acquisition A white paper from Identify Unique Needs and Opportunities at Each Lifecycle Stage It s a given that having
More informationACS 3907 E-Commerce. Instructor: Kerry Augustine March 3 rd 2015. Bowen Hui, Beyond the Cube Consulting Services Ltd.
ACS 3907 E-Commerce Instructor: Kerry Augustine March 3 rd 2015 CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SYSTEMS Managing materials, services and information from suppliers through to the organization s
More informationData-driven services marketing in a connected world
Data-driven services marketing in a connected world V. Kumar et al., Journal of Service Management, Vol. 24, No. 3, pp. 330-352, 2013 김민준 2013. 8. 23 QUALITY SYSTEMS Laboratory Overview 1. 현재, 서비스 마케팅에서
More informationAn Executive Primer To Customer Success Management
A Forrester Consulting Thought Leadership Paper Commissioned By Gainsight April 2014 An Executive Primer To Customer Success Management Table Of Contents We Live In A Subscription Economy Learn To Manage
More informationHow Organisations Are Using Data Mining Techniques To Gain a Competitive Advantage John Spooner SAS UK
How Organisations Are Using Data Mining Techniques To Gain a Competitive Advantage John Spooner SAS UK Agenda Analytics why now? The process around data and text mining Case Studies The Value of Information
More information6/10/2015. Chapter Nine Overview. Learning Outcomes. Opening Case: Twitter: A Social CRM Tool
Opening Case: Twitter: A Social CRM Tool McGraw-Hill-Ryerson 2015 The McGraw-Hill Companies, All Rights Reserved Chapter Nine Overview SECTION 9.1 CRM FUNDAMENTALS Introduction Using Information to Drive
More informationVlassis Papapanagis Operations Director PREDICTA Group. Using Analytics to predict Customer s Behavior
Vlassis Papapanagis Operations Director PREDICTA Group Using Analytics to predict Customer s Behavior Today s organizations are facing many DISRUPTIVE FORCES fueling the need for analytics The emergence
More informationORACLE CRM ON DEMAND INSURANCE DISTRIBUTION MANAGEMENT SOLUTION
ORACLE CRM ON DEMAND INSURANCE DISTRIBUTION MANAGEMENT SOLUTION For many insurance carriers, sales through indirect channels form the largest proportion of their business. However, most carriers do not
More informationManagement Update: The Eight Building Blocks of CRM
IGG-06252003-01 S. Nelson Article 25 June 2003 Management Update: The Eight Building Blocks of CRM Customer relationship management (CRM) represents the key business strategy that will determine successful
More information(Week 09) A03. Customer Value Analysis for CRM. Electronic Commerce Marketing
(Week 09) A03. Customer Value Analysis for CRM Electronic Commerce Marketing Course Code: 166186-01 Course Name: Electronic Commerce Marketing Period: Autumn 2015 Lecturer: Prof. Dr. Sync Sangwon Lee Department:
More informationCustomer Analytics. Turn Big Data into Big Value
Turn Big Data into Big Value All Your Data Integrated in Just One Place BIRT Analytics lets you capture the value of Big Data that speeds right by most enterprises. It analyzes massive volumes of data
More informationIncreasing Marketing ROI with Customer Analytics. 2013 IBM Corporation
Increasing Marketing ROI with Customer Analytics 1 The agenda The Marketer s Evolving Role Data/Analytics Based Decisions Customer Analytics to Increase ROI ROI in Action 2 The Marketer s Evolving Role:
More informationEasily Identify Your Best Customers
IBM SPSS Statistics Easily Identify Your Best Customers Use IBM SPSS predictive analytics software to gain insight from your customer database Contents: 1 Introduction 2 Exploring customer data Where do
More informationInformation Systems Roles in the Value Chain Customer Relationship Management (CRM) Systems 09/11/2015. ACS 3907 E-Commerce
ACS 3907 E-Commerce Instructor: Kerry Augustine November 10 th 2015 CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SYSTEMS Managing materials, services and information from suppliers through to the organization
More informationACS 3907 E-Commerce. Instructor: Kerry Augustine November 10 th 2015. Bowen Hui, Beyond the Cube Consulting Services Ltd.
ACS 3907 E-Commerce Instructor: Kerry Augustine November 10 th 2015 CUSTOMER RELATIONSHIP MANAGEMENT (CRM) SYSTEMS Managing materials, services and information from suppliers through to the organization
More informationGuidelines For A Successful CRM
Guidelines For A Successful CRM Salesboom.com Many organizations look to CRM software solutions to address sales or maybe customer service deficiencies or to respond to pressures from outside sources in
More informationCRM - Customer Relationship Management
CRM - Customer Relationship Management 1 Customer power Consumer choices gains importance in the decision making process of companies and they feel the need to think like a customer than a producer. 2
More informationCOURSE OUTLINE. School of Business SCHOOL: Post-Diploma ebusiness, Marketing, and International Business. Customer Relationship Management
COURSE OUTLINE SCHOOL: DEPARTMENT: PROGRAM: COURSE TITLE: COURSE CODE: School of Business Enterprise Management Post-Diploma ebusiness, Marketing, and International Business Customer Relationship Management
More informationSafe Harbor Statement
Safe Harbor Statement The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment
More informationMaximize Sales and Margins with Comprehensive Customer Analytics
Q Customer Maximize Sales and Margins with Comprehensive Customer Analytics Struggling to connect the dots between Marketing, Merchandising and Store Ops? With the explosion of customer interaction systems,
More informationHow To Understand And Understand The Business Process Of A Customer Segmentation Crom
A Study on CRM and Its Segmentation Outsourcing Approach for Small and Medium Businesses Feng Qian Institute of Management Science & Information Engineering, Hangzhou Dianzi University, Hangzhou 310018,
More informationMaximizing Customer Retention: A Blueprint for Successful Contact Centers
Maximizing Customer Retention: A Blueprint for Successful Contact Centers Sponsored by Table of Contents Executive Summary...1 Creating Loyal Customers: A Critical Company Goal...1 Causes of Customer Attrition...2
More informationTransform Inbound Contacts Into Profits: Best Practices for Optimizing Lead Management.
Transform Inbound Contacts Into Profits: Best Practices for Optimizing Lead Management. September 2012 OptifiNow September 2012 Transform Inbound Contacts Into Profits: Best Practices for Optimizing Lead
More informationModule. Aperio TM Call Center For Signature A Component of Aperio Operational CRM Platform
Module Aperio TM Call Center For Signature A Component of Aperio Operational CRM Platform Delight your customers by providing them with highly effective and consistent call center experiences. Your customers
More informationBanking on Total Relationships: Paving the Way for Customer Loyalty
FINANCIAL SERVICES WHITE PAPER Banking on Total Relationships: Paving the Way for Customer Loyalty Total Relationship Loyalty increases a bank s bottom line by offering customers highly attractive and
More informationMetrics for Business Intelligence Marketing Intelligence
Metrics for Business Intelligence Marketing Intelligence Metrics for Business Intelligence Marketing Intelligence The approach The power of interconnectivity Using analyses (and quantitative and qualitative
More informationMarketing of High-Technology Products and Innovations. Chapter 5: Relationship Marketing: Partnerships and Alliances
Marketing of High-Technology Products and Innovations Chapter 5: Relationship Marketing: Partnerships and Alliances Questions to Consider What are the types of partnerships high-tech companies form? What
More informationENTERPRISE APPLICATIONS
CHAPTER EIGHT ENTERPRISE APPLICATIONS Business Communications 2011 The McGraw-Hill Companies, All Rights Reserved 2 CHAPTER OVERVIEW SECTION 8.1 Enterprise Systems and Supply Chain Management Building
More informationCRM. Best Practice Webinar. Next generation CRM for enhanced customer journeys: from leads to loyalty
CRM Best Practice Webinar Next generation CRM for enhanced customer journeys: from leads to loyalty Featured guest speaker Leslie Ament SVP Research and Principal Analyst at Hypatia Research Group and
More informationIn recent years, many companies have embraced CRM tools and
The State of Campaign Management in the United States and the United Kingdom To better understand marketing challenges, Accenture surveyed marketing professionals in the United States and United Kingdom
More informationCyberica.NET Technologies E-Retailing Solutions Enabling Innovation as a growth driver for Enterprise of Tomorrow
Cyberica.NET Technologies E-Retailing Solutions Enabling Innovation as a growth driver for Enterprise of Tomorrow Overview Cyberica is one of the most experienced software companies specializing in enterprise
More informationPredictive Analytics for Database Marketing
Predictive Analytics for Database Marketing Jarlath Quinn Analytics Consultant Rachel Clinton Business Development www.sv-europe.com FAQ s Is this session being recorded? Yes Can I get a copy of the slides?
More informationWHITE PAPER: DATA DRIVEN MARKETING DECISIONS IN THE RETAIL INDUSTRY
WHITE PAPER: DATA DRIVEN MARKETING DECISIONS IN THE RETAIL INDUSTRY By: Dan Theirl Rubikloud Technologies Inc. www.rubikloud.com Prepared by: Laura Leslie Neil Laing Tiffany Hsiao SUMMARY: Data-driven
More informationIncreasing Retail Banking Profitability through CRM: the UniCredito Italiano Case History
Increasing Retail Banking Profitability through CRM: the UniCredito Italiano Case History Giorgio Redemagni Marketing Information Systems Manager Paris, 2002 June 11-13 UNICREDITO ITALIANO GROUP OVERVIEW
More informationCustomer Analysis CUSTOMER VALUE CUSTOMER CUSTOMER ASSESSMENT SEGMENTATION MANAGEMENT
Customer CUSTOMER VALUE CUSTOMER CUSTOMER ASSESSMENT SEGMENTATION MANAGEMENT Companies are continuing to adopt a more customer-centric approach to doing business, realizing that in this competitive marketplace,
More informationHow To Get Started With Customer Success Management
A Forrester Consulting Thought Leadership Paper Commissioned By Gainsight April 2014 How To Get Started With Customer Success Management Table Of Contents Four Actionable Steps To Setting Up Your Customer
More informationCustomer Relationship Management
IBM Global Business Services CRM Customer Relationship Management Solutions from IBM Global Business Services Do you really know your customers? How do they like to interact with you? How do they use your
More informationMicrosoft Business Analytics Accelerator for Telecommunications Release 1.0
Frameworx 10 Business Process Framework R8.0 Product Conformance Certification Report Microsoft Business Analytics Accelerator for Telecommunications Release 1.0 November 2011 TM Forum 2011 Table of Contents
More information4) CRM provides support for front-end customer facing functionality. Answer: TRUE Diff: 1 Page Ref: 334
Enterprise Systems for Management, 2e (Motiwalla/Thompson) Chapter 12 Customer Relationship Management 1) CRM implementations should be technology driven. Diff: 2 Page Ref: 333 2) CRM stands for "Customer
More informationA Quick Guide to Social Customer Service: Measure, Refine & Scale
A Quick Guide to Social Customer Service: Measure, Refine & Scale Measuring how well your Social Customer Service program is working for both your customers and your business is not easy. For the last
More informationFive steps to improving the customer service experience
Five steps to improving the customer service experience Metrics, tips, and tools for utilizing customer feedback An Ovum White Paper Sponsored by Publication Date: January 2012 INTRODUCTION As the use
More information9. 3 CUSTOMER RELATIONSHIP MANAGEMENT SYSTEMS
Chapter 9 Achieving Operational Excellence and Customer Intimacy: Enterprise Applications 349 FIGURE 9-5 THE FUTURE INTERNET-DRIVEN SUPPLY CHAIN The future Internet-driven supply chain operates like a
More informationData Mining with SAS. Mathias Lanner mathias.lanner@swe.sas.com. Copyright 2010 SAS Institute Inc. All rights reserved.
Data Mining with SAS Mathias Lanner mathias.lanner@swe.sas.com Copyright 2010 SAS Institute Inc. All rights reserved. Agenda Data mining Introduction Data mining applications Data mining techniques SEMMA
More informationPr(e)-CRM: Supercharging Your E- Business CRM Strategy
Pr(e)-CRM: Supercharging Your E- Business CRM Strategy Presented by: Michael MacKenzie Chairman, Chief Research Officer Mike.Mackenzie@ConvergZ.com Michael Doucette President Mike.Doucette@ConvergZ.com
More informationNext Best Action Using SAS
WHITE PAPER Next Best Action Using SAS Customer Intelligence Clear the Clutter to Offer the Right Action at the Right Time Table of Contents Executive Summary...1 Why Traditional Direct Marketing Is Not
More informationCustomer Relationship Management (CRM)
Customer Relationship Management (CRM) Dr A. Albadvi Asst. Prof. Of IT Tarbiat Modarres University Information Technology Engineering Dept. Affiliate of Sharif University of Technology School of Management
More informationramyam E x p e r i e n c e Y o u r C u s t o m e r s D e l i g h t Ramyam is a Customer Experience Management Company Intelligence Lab
ramyam Intelligence Lab E x p e r i e n c e Y o u r C u s t o m e r s D e l i g h t Ramyam is a Customer Experience Management Company enliven CEM An enterprise grade Customer Experience Management Solu
More informationDecisioning for Telecom Customer Intimacy. Experian Telecom Analytics
Decisioning for Telecom Customer Intimacy Experian Telecom Analytics Turning disruption into opportunity The traditional telecom business model is being disrupted by a variety of pressures from heightened
More information2015 Customer Success Industry Trends Report
2015 Customer Success Industry Trends Report Table of Contents 3 EXECUTIVE SUMMARY 4 MEET THE SURVEY RESPONDENTS 6 WHO DOES YOUR HEAD OF CUSTOMER SUCCESS REPORT TO? 8 HOW WOULD YOU CHARACTERIZE THE MATURITY
More informatione-crm: Latest Paradigm in the world of CRM
e-crm: Latest Paradigm in the world of CRM Leny Michael (Research Scholar, Bharathiyar University, Coimbatore) Assistnat Professor Caarmel Engineering College Koonamkara Post, Perunad ranni-689711 Mobile
More informationHow To Get More Business From Big Data And Analytics
ACQUIRE, GROW & RETAIN CUSTOMERS: The Business Imperative for BIG DATA & ANALYTICS INSIDESSS Introduction Page 2 The Four Benefits Page 3 Make Your Business Big Data & Analytics Driven Page 4 Acquire Page
More informationCustomer Insight & Marketing Decision Sciences
Customer Insight & Marketing Decision Sciences Information-Based Target Marketing & Customer Relationship Management By Mark Van Clieaf The new era of marketing offers the ability to sharpen insight into
More informationChapter 7: Data Mining
Chapter 7: Data Mining Overview Topics discussed: The Need for Data Mining and Business Value The Data Mining Process: Define Business Objectives Get Raw Data Identify Relevant Predictive Variables Gain
More informationTurning Big Data into More Effective Customer Experiences. Experience the Difference with Lily Enterprise
Turning Big into More Effective Experiences Experience the Difference with Lily Enterprise Table of Contents Confidentiality Purpose of this Document The Conceptual Solution About NGDATA The Solution The
More informationInfoTrak Information for Better Decisions
InfoTrak Information for Better Decisions Profitable Customer Relationship Management Builds on Strategy and Technology On average, businesses lose 15 percent to 20 percent of their customer base each
More information5 Steps to Optimizing Customer Value in Insurance
5 Steps to Optimizing Customer Value in Insurance LEVERAGING PREDICTIVE ANALYTICS TO ENGAGE YOUR CUSTOMER Tom King Senior Director, Industry Principal Insurance PEGASYSTEMS Despite the lure of customer
More informationCUSTOMER-CENTRIC ERP: INTEGRATED SYSTEMS FOR CUSTOMER SATISFACTION
CUSTOMER-CENTRIC ERP: INTEGRATED SYSTEMS FOR CUSTOMER SATISFACTION December, 2014 Nick Castellina, Research Director, Business Planning & Execution Omer Minkara, Research Director, Contact Center & Customer
More informationOnward Reserve: 2.7x Revenue From Segmented Newsletters, 18x Conversions From Automated Emails.
CASE STUDY Onward Reserve uses ecommerce data to segment weekly email newsletters into 4 variations, leading to: 41% more Opens. 183% more Clicks 233% more Conversions 278% more revenue 39% higher AOV
More informationCustomer Relationship Management
Customer Relationship Management Concepts and Technologies Second edition Francis Buttle xlloillvlcjx. AMSTERDAM BOSTON HEIDELBERG LONDON NEW YORK OXFORD PARIS SAN DIEGO SAN FRANCISCO SINGAPORE SYDNEY
More informationDATA MINING TECHNIQUES SUPPORT TO KNOWLEGDE OF BUSINESS INTELLIGENT SYSTEM
INTERNATIONAL JOURNAL OF RESEARCH IN COMPUTER APPLICATIONS AND ROBOTICS ISSN 2320-7345 DATA MINING TECHNIQUES SUPPORT TO KNOWLEGDE OF BUSINESS INTELLIGENT SYSTEM M. Mayilvaganan 1, S. Aparna 2 1 Associate
More informationCapabilities overview. Retail Banking: A Transformational Model for Growth Using a Customer-Centric Approach
Capabilities overview Retail Banking: A Transformational Model for Growth Using a Customer-Centric Approach Capabilities Overview It s a New World The retail banking industry is in the midst of a seismic
More informationHow To Analyze Customer Experience
Customer Experience Analytics By eloyalty s Marketing Solutions Service Line 9.16.2003 OPTIMIZING CUSTOMER INTERACTIONS Customer Experience Analytics Abstract This paper will describe a method of quantifying
More informationhybris Solution Brief HYBRIS MARKETING Market to an Audience of One
hybris Solution Brief HYBRIS MARKETING Market to an Audience of One People are intuitive. A shop owner can meet a customer and immediately observe both explicit and implicit cues that signal that person
More informationIBM Customer Experience Suite and Predictive Analytics
IBM Customer Experience Suite and Predictive Analytics Introduction to the IBM Customer Experience Suite In order to help customers meet their exceptional web experience goals in the most efficient and
More informationMaximize Revenues on your Customer Loyalty Program using Predictive Analytics
Maximize Revenues on your Customer Loyalty Program using Predictive Analytics 27 th Feb 14 Free Webinar by Before we begin... www Q & A? Your Speakers @parikh_shachi Technical Analyst @tatvic Loves js
More informationView Point. Customer Centric banking: A 360 degree view. Abstract. - Ashok Gopinath, Navdeep Gill
View Point Customer Centric banking: A 360 degree view - Ashok Gopinath, Navdeep Gill Abstract Banks today are moving back to basics, shifting attention from complex product offerings to developing greater
More informationAudi's Three Steps to a Winning CRM Strategy
Case Studies, E. Thompson, A. Bona Research Note 14 January 2004 Audi's Three Steps to a Winning CRM Strategy This case study shows how Audi takes reactive, proactive and selective approaches to customer
More informationAchieving customer loyalty with customer analytics
IBM Software Business Analytics Customer Analytics Achieving customer loyalty with customer analytics 2 Achieving customer loyalty with customer analytics Contents 2 Overview 3 Using satisfaction to drive
More informationRFM Analysis: The Key to Understanding Customer Buying Behavior
RFM Analysis: The Key to Understanding Customer Buying Behavior Can you identify your best customers? Do you know who your worst customers are? Do you know which customers you just lost, and which ones
More information