Page 187 - DMGT308_CUSTOMER_RELATIONSHIP_MANAGEMENT

Customer Relationship Management

Notes Self Assessment

Choose the appropriate answer:
1. ERP stands for:
(a) Enterprise Regional Planning

(b) Enterprise Regional Placing
(c) Enterprise Resource Planning
(d) None
2. EFT stands for:
(a) Electronic Fund Transfer

(b) Electronic Foreign Transfer
(c) Electrical Fund Transfer
(d) None

3. EDI stands for:
(a) Electronic Diagram Interchange
(b) Election Document Interface
(c) Electronic Data Interchange
(d) All of the above

7.2 Modules in CRM

The CRM applications are a convergence of functional components, advanced technologies, and
channels. Functional components include:

(i) sales application;
(ii) marketing automation; and
(iii) customer service and support applications.
Channels include the Web; call centres, phones, and mobile devices. The components and channels
are described below:
1. Sales Applications: The cornerstone of CRM is SFA (Sales Force Automation). The thrust
of SFA is automating the fundamental activities of sales professionals, both internally and
in the field. Common applications include:
(a) Calendar and scheduling

(b) Contact and account management
(c) Incentives calculates
(d) Opportunity and pipeline management
(e) Sales forecasting

(f) Proposal generation and management
(g) Pricing

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