Deal with resistance from employees to CRM strategies

Assignment Help Operation Management

Reference no: EM132214369

1. ______________ is at the heart of an IT-enabled CRM system

Contact management

Service / Contact desk support

Customer database

Operations management

Computer telephony Integration

2. Which of these is not an effective way to deal with resistance from employees to CRM strategies

Allowing people to make the change to to "grieve"

Listening and encouraging people to taslk about what is happening

Holding regular communication meetings

Trying to make quick fixes to quench the resistance

3. The growth of a CRM project is designed for:

Growth of Information Technology

Increased sales and revenue growth

Cost reduction and profitability

Improved Marketing techniques

Less emphasis on consumer data security

4. Capital One's "Test and Learn" strategy helps Marketing and Analysis teams to:

Develop ideas

Design products

Select target customers

All of the above

None of the above

5. Capital One's credit card customers who pay less than their entire balance and benefit from the interest - free grace period are segmented under:

Transactors

Revolvers

Select Target customers

All of the above

High Profit Yield customers or "HPY"

Reference no: EM132214369

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