Chapter 9, Problem 3.5C

List the information that a customer relationship management system (CRM) can provide to ones business

Question 3 Read the following extract and then answer the questions that follow (25 marks) The most important task is to know what to measure. Determining the key metrics for your company is critical. Otherwise, all the data gathering, mining and analysis you do are worthless. Your key metrics are the numbers that you track regularly to keep improving your business. The specific metrics varies from business to business. They could include financial numbers like revenue, costs, cash, and profit. But they should include other numbers as well. Required While metrics can give you insights and facts to support your decisions, measuring some things may have a negative impact on your business. a) Outline measure to avoid using on your business (5 marks) (b) Give four (4) importance of analyzing data using customer relationship management systems. (4 marks) (c) Discuss the information that an integrated customer relationship management system can provide to your business. (10 marks) d)…

Read the following extract and then answer the questions that follow Research plans depend on the type of information you need and the resources that are available to you and your company. Often, organization members want to know everything about their products, services, programs, etc. Your research plans depend on what information you need to collect in order to make major decisions about a product, service, program, etc. Usually, you're faced with a major decision for one reason or another (e.g., ongoing complaints from customers, the need to convince funders to loan money, unmet needs among customers, the need to improve an internal process, etc.) Required Part A Write short notes on Questionnaires under the following subheadings a) Purpose (2 marks) b) Importance (4 marks) c) Shortcomings (4 marks) Part B Write short notes on Interviews under the following subheadings a) Purpose (2 marks) b) Importance (3 marks) c) Shortcomings (3 marks)