Page 228 - DMGT308_CUSTOMER_RELATIONSHIP_MANAGEMENT

Unit 8: Managing Customer Relations

8.5 Keywords Notes

CEM: Customer Experience Management
Credit Limit: Total amount that you allow the customer to spend on purchases before the system
sends a workflow message.
CRM software: is something that can help businesses looking to profile their customers.
Customer perception: The sum of all interactions with a brand’s products, services and people.

Data strategy: It is made to test the data efficiency and validity.
Email metrics: It comes within the scope email service provider databases, focused on delivering
and managing email campaigns.

SFA: Sales Force Automation
Suppliers: The contacts or businesses who provide other businesses with their raw material for
their finished product.

8.6 Review Questions

1. What is meant by data strategy?
2. Name the steps used in managing customer relation.
3. Discuss the techniques to manage customer relations in detail.
4. What is customer experience?
5. What is CEM?

6. What is a metrics?
7. How is CRM different from CEM?
8. What is customer profile?

9. How do you create customer profile?
10. How are customer’s relations carried on in India or by Indian government?

Answers: Self Assessment

1. 10 2. 2
3. E mail metrics 4. Customer Experience Management
5. Campaign metrics 6. Interacts

7. Critical 8. CRM
9. Increasing 10. Strategy
11. Participation 12. Standard Industrial Classification
13. Harmonized system 14. Standard Industrial Trade Classification

15. Credit manager

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