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enterprise customer relationships
C. exit cost/threshold high enterprise customer relationship d. patent technology product enterprise customer relationships
11, in customer relationship management idea, the value of customer forecast usually with which way? (A).
A. the customer's long-term value or lifetime value b. customers the highest consumption period the value of produce
C. The new customers to lose customers, clients arising during the value
D. the customer from the potential customers to real enterprise customer arising during the value
12, in customer relationship management system of function, the following of the management function is not in customer relationship management within the category? (B).
A. sales management b. purchasing management C. Call center d. data mining
13, enterprise to implement customer relationship management is the ultimate goal (B).
A. understand customer's consumption dynamic B. In view of the customer provide personalized personalized service, maximizing the value of customer c. do customer service D. As much as possible of the collection of customer information
14, the following description of CRM which one of the following is not true? (D).
A. CRM is A set of intelligent information processing system
B. CRM experience, management of the enterprise guidance "take the customer as the center" a series of management and decision-making method
C. The collected data of CRM and information storage, processing, analysis and finishing (data mining), access to enterprise decision-making and support useful result
D. CRM system through understanding the needs of the customers integration enterprise internal production capacity, improve production efficiency
From a technical perspective, it refers to help enterprise organized customer relationship management method, the software system and Internet facilities.
15, data mining technology base is (C).
A. the customer loyalty b. database C. Artificial intelligence D. Knowledge management
Second, Jane the answer (10 points/problem, 40%)
1, briefly the concept of customer satisfaction.
A: in view of management, it refers to the management enterprise and customers all of the interactive relationship between, the key is the management and try to prolong the life cycle of the whole customer. Excellent customer relations management of the target and advantages, is to acquire new customers and through more effective to meet the needs of the customers to expand existing customer base; From a technical perspective, it refers to help enterprise organized customer relationship management method, the software system and Internet facilities.
2, briefly the concept of customer loyalty.
Answer: the attitude orientation. Attitude to the customer orientation representative enterprise products of the orientation of active degree, the customer will also reaction products to recommend to his side of the will of the people. The customer loyalty is to show enterprise marketing behavior or brand personality and consumer life way or values words match, consumers to enterprise or brand to have an emotional, and even take great pride, and will it as their own spirit, and then show keep buying desire.
Repetitive behaviors. Behavior repeatedly refers to consumers in the actual purchase behavior can continue to purchase a on the possibility of enterprise products to customers to buy the product, the ratio of the purchas