Answered! As marketers, it is our responsibility to understand the wants and needs of our customers. Answer the questions…

As marketers, it is our responsibility to understand the wants and needs of our customers. Answer the questions below and reference your textbook for full points. Each question is worth 10 points (total 40 points).

1. Define e-CRM and describe it benefits.

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2. The database is the core of the CRM system. As described in the textbook, list the six responsibilities of the database manager.

3. Why is relationship marketing important?

4. What are some benefits and downfalls of email marketing?

Expert Answer

Answer:- E-CRM can be defined as the use of internet based methods and technologies to accomplish the various objectives of CRM . In this method, the various tools which are used are emails, websites, chat rooms, forums and other channels. This can be seen as a well structured and well coordinated activities of CRM which helps in self governing the various processes of marketing , sales and customer services. The main advantage of an effective e-CRM is that it improves the overall efficiency of the entire process and helps in establishing and maintaining a good interaction with the customers so that the customized products and services can be offered to the customers which are able to fulfill their requirements.

Answer:- The main responsibilities of Database manager are as below:-

He is responsible of ensuring the safety, security and integrity of the database.

He has the responsibility of planning and development of the database and resolving the various issues .

Determining g the requirements of the various users and having a close eye on the user accesses.

Ensuring both the back-end data organisation and front end accessibility for various users.

Installing and testing the new models of latest DBMS.

Having a strict regulation of access permissions and privileges.

Answer:- Relationship marketing is an integral part of CRM so that a long lasing mutual beneficial relationship can be established between the customer and the organisation. The main goals is to attain the profitability not by focusing on the short term goals rather creating loyalty . The main focus remains on establishing the solid relationship with the customers by facilitating various information which can fulfill their specific requirements.

Answer:- The various advantages of email marketing are as below:-

It is a cost saving method which incur very less of almost no cost.

It is the fastest method of communicating with the customers.

It facilitates the easy tracking of the various marketing programs .

Disadvantages;-

Spam messages can create a lot of trouble for the customers.

Sometimes mails are sent to those who are not interested in the products and services offered by the firm.

Many complaints can result in legal actions.

If it is over done then can create a negative image of the company.

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