Question: (ANSWER THE 2 QUESTION ACCORDINGY REFERENCE ARE FOUND BELOW)

1. Make diagram that shows the similarities and differences between the three types of customer relationship management (CRM). Explain after

• Make diagram
• In the explanation: Provide an introduction, body, example and conclusion in answering the question
• Cite reference to support your claims
• Provide reference in the end
• SEE COMMMENTS FOR WORDINGS

2. Customer satisfaction is influenced by 12 factors, according to Green. Consider approaches, examples, and/or scenarios that illustrate how each aspect influences customer satisfaction.

• Cite reference to support your claims
• Provide an introduction, body, example and conclusion in answering the question
• explain thoroughly with examples, approaches and scenarios
• Provide reference in the end
• SEE COMMMENTS FOR WORDINGS

Reference for Number 1:

TYPESOFCRM

OPERATIONALCRM

OperationalCRMismainlyfocused onautomation,improvementandenhancementofbusinessprocesses which are based on customer-facing or customer supporting. The main importance of a CRMsystem lies on how the selling, marketing and service oriented processes are automated, and for whichoperationalCRMsystems areembedded with followingmajorautomationapplications:

1. Marketing automation-As the name implies, marketing automation is basically focused onautomatingmarketingprocesses.Inmarketing,campaign managementinvolvesmarketers tousecustomer specific information to determine, evaluate and develop communications that aretargetedtocustomersinindividualaswellasmultilevelormultichannelenvironment.Campaign developed to communicate customers individually are easy and involves unique and directcommunications. For multichannel environment the implementation of marketing strategies andcampaign management is quite difficult and challenging. For example, some retailers have multichannel transactions like shops or stores, wholesale stores, websites, home shopping andeven television shopping. Here integration and implementation of communication strategy isdifficult and evaluation of performance and quality of campaigns needs to be automated andshouldbetechnologicallysoundacrosseachofthechannels.Forhandlingthis,aCRMmarketingstrategy called event-based marketing is inherited. Using event based marketing communicationand offers are presented to customers as and when they are required. For example, credit cardcustomer calls the call center for inquiring the current interest rates, this indicates that customeris specific about the interest rates and is trying to compare the interest rates and may switch todifferent competitor to find specific deals which suits him. Without wasting time the automatedCRM system pops up an event of offer which is best suited for that customer and helps to retainhimback.
2. Sales-forceAutomation-ACRMsystem isnotonlyusedtodealwiththeexisting customersbutisalsouseful inacquiringnewcustomers.Theprocessfirststartswithidentifyingacustomerandmaintaining all the corresponding details into the CRM system. This process can be distributedintomanystages whichincludesgenerationofleadandthenqualifyingthoseleadsasprospects.TheSalesand Field representativesthentrygettingbusiness outofthese customersbysophisticallyfollowingupwiththemandconvertingthemintoawinningdeal.Automationofsellingprocess is efficiently handled by Sales-force automation which automates all the methodologiesorsalescycle andabove describedprocess sophisticatedly.
3. ServiceAutomation-Serviceautomationdealswithmanagingorganization'sservice.Theactual interactionswithcustomers suchascontact,directsales,directmail,callcenters, dataaggregationsystems, websitesandblogsetc.areexamples ofoperationalCRM.Eachinteractionwith a customer can be collected to the client database generally known as 'customer's history'and the information can later be used wherever necessary. Anyone in the organization can haveaccess to this information about customer which gives a clear view of customers needs andimportantinformationonthecustomersuchasproducts owned,priorsupport callsetc.Itnaturallyeliminates the need to obtain this information individually from the customer. On the basis of theinformation, if required,thecustomercaneasilybecontactedatrighttimeatthe right place.

Operational CRM refers to services that provide support for various 'front office' businessprocesses in helping organization to take care of their customers. Focus on customers' value isimportant for a successful operational CRM strategy. Different customers have to be treated differentlysoinformationonvariableslikecustomers'ranking, actualvalueandpotentialvalueisofstrategicvalue.

Reference for Number 2:

FactorsthatInfluence CustomerSatisfaction

According to Sheryl Green of HubSpot Blog there are 12 factors that influence customer satisfactionandtheyare as follows:

1. Accessibility
2. Empathy
3. Language
4. ResponseTime
5. Convenience
6. Choices
7. Simplicity
8. Quality
9. ReasonablePrices
10. Appreciation
11. LoyaltyPrograms
12. Community