CHAPTER 10: CUSTOMER RELATIONSHIP MANAGEMENT

QUESTIONS:

1. Why is it important for any company to use CRM strategies to manage customer information?
2. If the virtual world is the first point of contact between a company and its customers, how might that transform the entire shopping experience?

ANSWERS:

1. The important for any company to use CRM strategies to manage customer information are: 

• provide customer service
• make calls centre
• cross sell product more effective
• help sell staff close detail faster
• discover new customer
• increase customer revenue

       2.  It have pros and cons effect to both parties.

Pros :

• it more easy to make conversation and transaction.
• face-to-face communication will be more effective.
• the customer can give direct comment and critics.

Cons:

• customer did not know the actual product.
• higher cost in maintenance