CHAPTER 11- BUILDING A CUSTOMER CENTRIC ORGANIZATION- CUSTOMER RELATIONSHIP MANAGEMENT
Why is it important for any company to use CRM strategies to manage customer information.
- PROVIDE BETTER CUSTOMER SERVICE
- MAKE CALL CENTER MORE EFFICIENT
- CROSS SELL PRODUCT MORE EFFICIENTLY
- HELPS SELL STAFF CLOSE DEALS FASTER
If the virtual world is the first point of contact between a company and its customer, how might that transform the entire shopping experience.
IT WILL BE POSITIVE AND NEGATIVE EFFECT OF BOTH PARTIES
-POSITIVE SIDES
IT WILL BE POSITIVE AND NEGATIVE EFFECT OF BOTH PARTIES
-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
- 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.
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