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E-Learning 8

There are 4 levels of CRM on the whole
True
False
The sequence of CRM levels should be...
Operational, Analytical, Collaborative
Collaborative, Analytical, Operational
Operational, Collaborative, Analytical
Analytical, Operational, Collaborative
What is an operational CRM?
It is to share and use information collected from all departments to improve the quality of customer service
It aims to deliver customer-centric business processes and operations
It aims to determine what other products and services you can sell to your customers in order to increase the Average Revenue Per User
A service level agreement is necessary because ...
It is a contract with a customer in which Defines the Level of service to be provided thereby eliminating unrealistic expectations.
It enables a better way of managing complaints /comments
It facilitates performance monitoring
All are true
An analytical CRM is ideally designed to...
Handle all complaints from customers
Generate data for future decision making
To analyse deeply the customer’s information and data and unwrap or disclose the essential convention and intension of behavior of customers
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