Page 336 - DMGT308_CUSTOMER_RELATIONSHIP_MANAGEMENT

Unit 12: Customer Privacy

 Sales Payment management Notes
 Customer acquisition Credit management and fraud
 Customer fulfilment and Customer retention
The organizational processes create the building blocks from successfully extending the
customer’s lifetime with an organization, inherently and directly increasing their value and
profitability. The following case studies illustrate the potency of understanding the impact of
managing customer relationships on the processes, approach and, ultimately, the bottom line of
the organization.

Self Assessment

Fill in the blanks:
11. Key areas of the business like Strategy, People, Technology and Processes are included
while formulating a …………………… .
12. Designing the ideal customer relationship management solutions relative to the company
or industry is the …………………… of CRM strategy formulation.
13. …………………… , when analysed and used effectively, can provide the organization
with Refined and sophisticated methods of customer acquisition.
14. Marketing planning, Customer billing and invoicing are an integral part of ………………….
15. …………………… can produce statistically grounded behavioural models that more
accurately project customer behaviour in a variety of situations.

Task Explain the stages of creating customer value.



Case Study BlackBerry encryption ‘too secure’: National Security
vs. Consumer Privacy: by Zack Whittaker

India’s intelligence services cannot intercept Blackberry encrypted data, citing this as a risk to
national security. What’s more important: national security, or consumer privacy – and why?
The creator of the widely used enterprise-come-consumer BlackBerry device has an
uncertain position in India.
The Indian government’s internal security and intelligence services cannot break the
encryption of the device, which makes countering terror threats and national security
matters difficult – especially for a region which faces constant threats and attacks from
domestic Maoist insurgents and extremist Islamic groups.
Nearly two years ago, around 170 people were killed in the 2008 Mumbai attacks which
lasted two days, and were reported primarily by citizens on the ground through citizen
journalism; posting updates to Twitter and Facebook through their mobile devices.
The BBC confirmed via the UAE’s state media that come October, all half a million
BlackBerry users in the region will have some services suspended unless a “solution
compatible with local laws is reached”, amid national security concerns.
Contd...

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