1. What is meant by customer acquisition?
management is a term used to describe the
methodologies and systems to manage customer prospects and inquiries,
generally generated by a variety of marketing techniques. It can be
considered the connectivity between advertising and customer relationship management. This critical
connectivity facilitates the acquisition of targeted customers in an effective
2. Write a note on customer defection?
Customers often take
their business to competitors when they feel that their needs or wants are not
met or if they encounter breakdown in customer service or poor quality
3. What is meant by sales force automation?
The company‘s sales
department is constantly new customers. The sales force automation
functionality of CRM software allows the sales teams to record each contact
with customers, the details of the contact and if follow up is required. This
can provide a sales force with greater efficiencies as there is little chance
for duplication of effort.
4. What is meant by campaign management?
The approach taken by
the sales team is often focused in a campaign, where a group of specific
customers are targeted based on a set of criteria. These customers will receive
targeted marketing materials and often special pricing or terms are offered as an
inducement. CRM software is used to record the campaign details, customer
responses and analysis performed as part of the campaign.
5. What is meant by CRM formulation process?
The formation process
of CRM refers to the decisions regarding initiation of relational activities
for a firm with respect to a specific group of customers or to an individual
customer with whom the company wishes to engage in a cooperative or
collaborative relationship. Hence, it is important that a company be able to
identify and differentiate individual customers.
6. Write a note on Customer Retention?
Customer retention is
the activity that a selling organization undertakes in order to reduce customer
defections. Successful customer retention starts with the first contact an
organization has with a customer and continues throughout the entire lifet
ability to attract and retain new customers, is not only related to its product or services, but strongly
related to the way it services its existing customers and the reputation it
creates within and across the marketplace.
7. What is customer defection rate?
Customer defection is
the rate at which customers defect or stop the usage of products of a company.
Business with high defection rate would be losing their existing customers. in
order to overcome this they use another term of customer retention, in simple
words its to retain or prevent the existing customers to defect the product.
8. Write a note on Customer Interaction management?
Management (CIM) refers to a type of Enterprise Software Application which
is responsible for managing the interaction between an organisation and its
customers. Normally, a CIM application will be deployed in a contact centre and used by the
agents while communicating with customers of the organisation. Customer
Interaction Management systems handle communication across multiple different channels, such as e-mail, SMS, telephone, Instant Messaging, whitemail (scanned documents), and so on.
9. What do you mean by customer attrition?
Attrition is a process
of gradually weaving down. Customers question the benefits they would accure
from this continued relationship with the company in question. Attrition may
lead to defection if not arrested at the earlier stage. therefore, the
organizations must carefully observe attrition signals and enforce preventive
10. Explain sales force automation?
force automation (SFA) guide covers the most critical components of building
and managing a successful and effective sales force. Learn how to get started
with a sales strategy, the most important things to evaluate in sales force
automation software, the latest on the mobile CRM trend and tips for effective
sales management. Read comprehensive articles and expert advice to get your
sales team heading in the right direction.