Flashcards: Mastering Customer Relationship Management Strategies — 14 cartões

Communication Channel — definition?

Medium for transmitting information between business and customers.

Operational CRM — role?

Supports direct customer interactions like sales and service.

Customer Service and Sales — integration?

CRM combines front-office and back-office functions for customer management.

Analytical CRM — function?

Analyzes customer data to improve strategies and insights.

Data Mining — technique?

Analyzes large datasets to discover patterns and insights.

Customer Data Warehouse — purpose?

Stores integrated customer data for analysis and decision-making.

CRM as Business Philosophy — meaning?

Embedding customer-centric values into company culture and processes.

Communication Channels — examples?

Email, phone, face-to-face, letter, internet, fax.

Operational vs Analytical CRM — difference?

Operational handles daily interactions; analytical focuses on data analysis.

Customer Data Warehouse — importance?

Centralizes data for strategic analysis and personalized marketing.

Data Mining — goal?

Uncover patterns and trends to support decision-making.

CRM integration — necessity?

Combines front and back-office functions for seamless customer experience.

24/7 Availability — benefit?

Enhances customer satisfaction and loyalty.

CRM philosophy — implementation?

Requires company-wide commitment to customer-centric culture.