Page 225 - DMGT308_CUSTOMER_RELATIONSHIP_MANAGEMENT

Customer Relationship Management

Notes 01: Location or branch
02: Salesperson
03: New tenant
04: Credit officer

Entering Additional Customer Information

This section provides an overview of additional customer information, and discusses how to:

1. Activate a customer record for sales order processing.
2. Enter additional address and phone information.
3. Enter customer financial information.
4. Enter customer options.

5. Enter service information for a customer.
6. Use related links.
7. Enter customer contacts.
8. Attach partners to a customer.

9. Add activities to a customer.
10. Create customer profiles.

Self Assessment

Fill in the blanks:
11. There are two main kinds of knowledge sources about customers: customer profiles and
customer ................... .
12. Full form of SIC is ................... .
13. Full form of HS is ................... .

14. Full form of SITC is ................... .
15. ................... is responsible for approving changes to the credit limit.

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Case Study Lenovo Considers Social Media?
hen Lenovo acquired the IBM PC computing division, they realized customers
were talking about their products on 3rd party forums like notebookreview.com
Wand thinkpads.com. They felt left out of these important customer conversations.
To remedy that, they took ownership and lead the customer social media interactions.
They used a peer-to-peer customer service community to garner world-wide views of the
customer experience. The result? They aligned marketing, sales, service and many other
departments to accelerate changes and improvements to the customer experience. This
alignment lead to a 20% decrease in laptop service call volumes, an increase in customer
Contd...

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