This presentation includes notes collected from various sources from internet during my study journey with regard to the topic Customer Relationship Management

12. • The method used to assess real cost of providing services to an individual customer is :
Activity based accounting .
• Cultural factors exerts the broadest and deepest influence on buying behavior.
• Culture is the fundamental determinant of a person’s wants and behavior.
• Indian marketers use a term called socioeconomic classification, which is based on the
education & occupation of chief wage earner whereas For the rural areas, the
socioeconomic system use Occupation and Type of home of the chief wage earner.
• Socioeconomic system classifies rural households into 4 broad categories.
Socioeconomic system classifies urban households into 8 broad categories.
• In buyer decision process, percentage of potential customers in a given target market is
called : marketing funnel
• Aggregate value of customer's base is classified as : shareholder value
• Record which is based on business customers past purchases, sales price and volumes
is classified as business database

13. • Whole cluster of benefits when company promises to deliver through its market offering is called
value proposition.
• Third step in customer's value analysis : assessing company's performance & monitoring
competitors performance.
• All costs customer expects to incur to buy any market offering is called : total customer cost .
• Company's 'customer relationship capital' is another name of : satisfied customers.
• Company's monetary, time and energy cost, all are included in : total customer cost.
• Programs designed for customers which is limited to any affinity group are classified as club
membership programs.
• Process of building, organizing and using databases of customers to build customer relationship
is classified as database marketing.
• In buyer decision process, percentage of potential customers in a given target market is called :
marketing funnel.
• In an Internet context, this is the practice of tailoring Web pages to individual users’
characteristics or preferences: personalization

14. • This is a broad category of applications and technologies for gathering, storing, analyzing, and
providing access to data to help enterprise users make better business decisions : business
intelligence.
• This is an XML-based metalanguage developed by the Business Process Management Initiative
(BPMI) as a means of modeling business processes, much as XML is, itself, a metalanguage with
the ability to model enterprise data : BPML