CHAPTER 11:OPENING CASE

1. Why is it important for any company to use CRM strategics to manage customer information?

• will provide better customer service.
• it will increase customers cost revenue.
• customer can make call centers more efficient.
• it will help sales staff close deals faster with customers.
• company will identify cross sell products more effectively. 

2.I f the vitual world is the first point of contact betweent a company and its customers how might that tranform the entire shopping experience?

 IT WILL BE POSITIVE AND NEGATIVE EFFECT OF BOTH PARTIES

-POSITIVE SIDES

• IT MORE EASY  TO MAKE CONVERSATION AND TRANSACTION
•  THE COMMUNICATION WILL BE MORE EFFECTIVE BECAUSE CUSTOMER CAN FACE TO FACE  WITH SELLER.
• THE CUSTOMER CAN GIVE COMMENTS OR CRITIC IN FRONT OF THE VIRTUAL TOOLS

-NEGATIVE SIDES 

 

•  HIGHER COST IN MAINTAINANCE.
• CUSTOMER DID NOT KNOW ABOUT  THE ACTUAL PRODUCT
• IT WILL HARD FOR CUSTOMER TO COMMUNICATE IF THE MACHINE IN TECHNICAL PROBLEM.