chaPTEr 11

BUILDING A CUSTOMER -CENTRIC ORGANIZATION_CUSTOMER RELATIONSHIP MANAGEMENT

1)Why is it important for any company to use CRM strategies to manage customer information?

•      will provide better customer needs and expectations 
•      make call centersmore efficient
•      cross sell products more effectively
•      help sales staff close deals faster
•     simplify marketingand sales processes
•     discover new customers
•     increase customer revenues

2)If the virtual world is the first point of contract between a company and its customers how might that transform the entire shopping experience?

:))POSITIVE SIDES

=It more easy to make conversation and transaction 

=The communication will be more effective because customer can face to face with seller

=The customer can give comments or critic in front of the virtual tools

:((NEGATIVE SIDES

=Higher cost in maintainance 

=Customer did not know about the actual product

=It will hard for customer to communicate if the machine in technical problem