D077 VERIFIED EXAM QUESTIONS WITH CORRECT ANSWERS, Exams of History

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D077 VERIFIED EXAM QUESTIONS WITH CORRECT ANSWERS

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CRM (customer relationship mgmt) - Solution combination of policies, processes and strategies that unify customer interaction and provide a mechanisms for tracking customer information leads - Solution information about a potential customer prospects - Solution a qualified and interested potential customer CRM functions - Solution capture internal data, provide business users with customer data, conduct business analysis, deliver tailored marketing mix Benefits CRM - Solution unified customer interactions, covert leads to customers, provide data for marketing and sales insights (operational, analytical and collaborative) CRM software capabilities - Solution track variety of customer interactions, analysis tools, capture data across customer life cycle customer life cycle - Solution steps in customer relationship with company from initial contact to loyalty Challenges CRM - Solution concerns about privacy, some customers can be ignored, system must be integrated into normal workflows and compatible with existing systems Customer life cycle steps - Solution reach, acquisition, conversion, retention, loyalty/advocacy Reach - Solution getting a prospective customers attention acquisition - Solution brining a prospective customer into a sphere of influence conversion - Solution turning a prospect into a paying customer

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higher Customer equity - Solution more future revenues in the lifetime of a company's customers (more valuable) customer equity drivers - Solution value equity, brand equity, retention equity value equity - Solution how the customer assesses the value of the product or service provided by the company brand equity - Solution how the customer assesses the value of the brand above its objective value retention equity - Solution tendency of the customer to stick with the brand (even when its priced higher than an otherwise equal product) influence customer equity - Solution improving customer services, the value or desirability of the brand, trust of the customer toward the brand role of marketing - Solution identify customers, satisfy customers, retain customers customer satisfaction - Solution a measure of how a product meets/exceeds customer expectations customer satisfaction strategies - Solution offering customers warranties and guarantees, empower customer-facing personnel, establish appropriate expectations CRM objective - Solution seeks to increases customer satisfaction, retain customers and increase loyalty throughout customer life cycle permission marketing - Solution expectation that marketers will ask for permission to sell or offer buyers marketing messages

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non-disclosure agreement - Solution details what information cannot be disclosed about another company information practice principles - Solution notice, choice, access, security