Customer — definition?
Recipient of goods/services in CRM context.
Customer lifecycle — stages?
Reach, acquisition, conversion, retention, loss.
Relation vs Experience — difference?
Relation: reactive/technical; Experience: proactive/emotional.
CRM — core purpose?
Managing customer interactions for long-term relationships.
Customer lifecycle — stages?
Reach, acquisition, conversion, retention, loss.
Origin of CRM?
From simple order taking to strategic marketing.
Modern CRM features?
Multichannel, personalization, AI, data analytics.
Customer experience — focus?
Emotional, holistic engagement.
Relationship marketing — goal?
Build long-term dialogues and customization.
CRM success factors?
Employee involvement, continuous improvement, cocreation.
Answer 10 questions on Understanding Customer Relationship Management.
1. What is a primary focus of modern Relationship Marketing compared to traditional approaches?
2. Which stage is NOT considered part of the customer lifecycle?
Go over the full study guide for Understanding Customer Relationship Management.
Read the study guide →Microéconomie
Microéconomie
Microéconomie
Upload your class notes and Revizly writes your flashcards in about a minute.
Flashcard maker