Chapter 2, Problem 1IQ

Explanation of Solution

 Customer Relationship Management (CRM):

• CRM refers to strategies, practices as well as technologies that companies use for managing and analysing customer interaction and data.
• It has the aim to improve customer service relationships.
• It assists in customer retention and driving of sales growth.
• It helps to compile customer data across different channels.
• It denotes contact point between customer as well as company.
• It includes the website of company, marketing materials and social media.
• It can give details on personal information of customer, purchase history, buying preferences and concerns.

Explanation of Solution

 Working with Salesforce.com:

• Yes, the experience of working with “Salesforce.com” is present.
• It offers primary enterprise within sales force platform.
• It provides a boundary for case management as well as task management.
• It can help to route in addition to escalate important events.
• The products run in the cloud and it does not need set up costs.

Explanation of Solution

 Usage of the system:

• The system is used to buy commercial applications of social networking.
• The analytic tool for marketing is been purchased by the system for business.
• The business app is created and improved by “Salesforce.com”.
• The mobile apps, service, sales and analytics are included in its platform.