Class 12 Retail Chapter 3 Customer Relationship Management

Class 12 Retail Chapter 3 Customer Relationship Management Solutions English Medium As Per AHSEC New Syllabus to each chapter is provided in the list so that you can easily browse through different chapters Class 12 Retail Chapter 3 Customer Relationship Management Question Answer and select need one. Class 12 Retail Chapter 3 Customer Relationship Management Notes Download PDF. AHSEC Class 12 Elective Retail Trade Question Answer English Medium.

Class 12 Retail Chapter 3 Customer Relationship Management

Also, you can read the NCERT book online in these sections Solutions by Expert Teachers as per Central Board of Secondary Education (CBSE) Book guidelines. AHSEC Class 12 Elective Retail Trade Textual Solutions are part of All Subject Solutions. Here we have given AHSEC Class 12 Retail Chapter 3 Customer Relationship Management Textbook Solutions English Medium for All Chapters, You can practice these here.

Customer Relationship Management

Chapter: 3

SESSION 1: MAXIMIZE SALES AND MAINTAIN RELATIONSHIP

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A. Fill in the Blanks:

1. CRM is used to learn about customer’s need and _________________. 

Ans: Behaviour.

2. CRM is also called as _________________ of business. 

Ans: Opportunity.

3. CRM is _________________ effective. 

Ans: Cost.

4. CRM system is _________________ in the organization. 

Ans: Centralized.

5. CRM reduces process time and increases _________________. 

Ans: Productivity.

6. CRM _________________ supports keep labels on all data related to customer, competitors etc. 

Ans: Software.

B. Multiple Choice Questions:

1. _________________ refers to collecting information about the customers.

(a) Data bank. 

(b) Primary bank. 

(c) Secondary bank. 

(d) All of the above. 

Ans: (a) Data bank.

2. CRM enables to understand the.

(a) Owners. 

(b) Creditors. 

(c) Customers. 

(d) None of the above.

Ans: (c) Customers.

3. The retailer has to approach customer through point or _________________ media. 

(a) Outdoor. 

(b) Indoor. 

(c) Digital.

(d) All of the above. 

Ans: (c) Digital.

4. CRM system contains of view and study of present and future customers. 

(a) Historical.

(b) Futuristic. 

(c) Past. 

(d) None of the above.

Ans: (a) Historical.

5. The process of CRM starts with a customer. 

(a) Locating.

(b) Identifying.

(c) Researching.

(d) All of the above.

Ans: (b) Identifying.

C. State whether the following statements are True or False:

1. CRM is a business philosophy, a set of strategies program and system. 

Ans: True.

2. CRM results in low customer profitability. 

Ans: False.

3. CRM is also called as sales strength of business. 

Ans: False.

4. CRM does not require technology to organize business processes. 

Ans: False.

5. CRM is a cost-effective system.

Ans: True.

D. Match the Columns:

Column A	Column B
1) CRM helps in focusing in and concentration on separately and every individual.	(A) Profile
(2) CRM enhances turn over and	(B) Productivity
(3) CRM system reduces process period and increases	(C) Fits all
(4) CRM is an alternative to the one size	(D) Digital media
(5) Retailer approaches customer with	(E) Customer

Ans:

Column A	Column B
(1) CRM helps in focusing in and concentration on separately and every individual.	(E) Customer
(2) CRM enhances turn over and	(A) Profile
(3) CRM system reduces process period and increases	(B) Productivity
(4) CRM is an alternative to the one size	(C) Fits all
(5) Retailer approaches customer with	(D) Digital media

E. Short Answer Questions:

1. What are the ways to solve customer problems? 

Ans: There are various methods to solve customer service problem. Customers interact with the service provider in a variety of ways. Method of dealing with customer service should be adopted according to situation and the problem type. 

Methods of dealing with customers are:

(i) Public multimedia method is the fastest method of resolving customer problems.

(ii) Meet with the customer directly and solve problem immediately for serial problem.

(iii) Solve problems by providing telephone number/toll free number.

(iv) Taking customer feedback stands a marketing term that defines the process of procurement a customer’s opinion about a business, product or service.

2. Why CRM is cost effective? 

Ans: Cost Effective: The strongest feature of Customer Relationship Management it is cost-effective. The advantage of CRM scheme is very less need of paper and physical work, which requires lesser workforce to manage and minimum resources to contract. The modern machineries used in executing a CRM scheme is also very easy and smooth as related to the old-style way of retail business like weekly markets, kiranas shops etc.

3. What do you mean by opening a data bank?

Ans: Open a data bank: The organization keeps collecting information about the customers, which is called data bank. That data bank has to be opened in our CRM system. CRM software helps monitor all information associated with leaders, customers, associates and competitors.

4. How CRM reduce process time?

Ans: Reduces process time: All the particulars in CRM system are retained and centralized, which is obtainable anytime within a short span of time. This diminishes the process period and upsurges productivity.

5. Is CRM useful for understanding customer needs?

Ans: Focuses on customer need: CRM system comprises of a historical outlook and analysis of totally learned customers. This supports to reduce searching and comparing customers and to anticipate customer needs excellently and increase business.

6. Explain role of E-CRM in the contemporary period?

Ans: E-CRM functions with the usage of the clear environmental intranet, extranet and internets refers to managing all forms of relationships with customer with use of information technology. It enables to use IT with the integration of internal organization properties and external marketing plans to comprehend and achieve their customer needs and wants, it is considered as superior technique to communicate with others.

F. Long Answer Questions:

1. What is CRM?

Ans: A CRM system is not only used to contact the present customers but also beneficial in acquiring prospective customers. The procedure first starts with recognizing a customer and sustaining all the consistent facts into the CRM system, which is also named ‘Opportunity of Business’. Sales and Field agents then try attainment of business from these customers through follow up and attracting them into a charming deal.

2. Explain the benefits of its implementation.

Ans: The CRM is imperative for the retail organization and provide the benefit as detailed below.

(i) Provide customer information: CRM contains every bit of particulars of a customer; which can be used to decide valuable customers.

(ii) Focuses on customer need: CRM system comprises of a historical outlook and analysis of totally learned customers. This supports to reduce searching and comparing customers and to anticipate customer needs excellently and increase business.

Focus on all customers: In CRM process, customers are grouped on different facets according to category of business they ensure. According to physical place and are distributed to dissimilar customer managers frequently termed as account managers. This supports on concentrating and focusing on every customer separately.

(iii) Cost Effective: The strongest feature of Customer Relationship Management it is cost-effective. The advantage of CRM scheme is very less need of paper and physical work, which, requires lesser workforce to manage and minimum resources to contract. The modern machineries used in executing a CRM scheme is also very easy and smooth as related to the old-style way of retail business like weekly markets, kiranas shops etc.

(iv) Reduces process time: All the particulars in CRM system are retained and centralized, which is obtainable anytime within a short span of time. This diminishes the process period and upsurges productivity.

(v) Provides customer satisfaction: Efficiently deals through all the customers and give to them, what they really need to increase the customer’s satisfaction. This upsurges the chance of receiving more business, which ultimately increases turnover and profit.

(vi) Develop customer Loyalty: If the customer remains satisfied, they will always be faithful to you and remain in business repeatedly resulting in growing customer base gradually and ultimately improving net progress of business.

(vii) High Customer Profitability: CRM helps the retailer to generate great customer viability through stable flow of customer, buying from the similar retail outlet. Customer stays longer, buy more at the outlet.

3. Explain the various steps involved in CRM process.

Ans: Every single organization has its separate business procedures and strategies. The CRM system must customize to match present and future requirements. CRM software helps monitor all information connected to leaders, customers, associates and competitors. It greatly decreases the prospect for a company overlooking important particulars and miscalculate outcomes. Successful CRM implementation safeguards users have safe access to generate and edit all related records round-the-clock since place through web-enabled instruments. They permit organizations to focus their energies and cash on campaigns and make sure optimal lead changes. 

The steps in CRM process are as follow:

(i) Open a data bank: The organization keeps collecting information about the customers, which is called data bank. That data bank has to be opened in our CRM system. CRM software helps monitor all information associated with leaders, customers, associates and competitors.

(ii) Selection of customer: Initiate steps to acquire customers and respect customers: After creating the CRM database, we prepare the list of loyal customers. It is significant for the organization to select proper customers as per categories from the data.

(iii) Retain valuable customers: From the list, organization has to contact selected customers and thereby initiate step to retain them.

(iv) Understand customer’s needs: In CRM process this is vital for a retail organization to understand customers’ requirements and try to sell products, which are actually required by them.

(v) Differentiate the customer needs: According to customer’s characteristics such as buying behavior, segmentation etc., an organization should differentiate customer’s needs.

(vi) Approaching customer: The retailer has to approach customer through print or digital media. After preparing the list of loyal customers, we approach them through proper channel and offer them our product.

(vii) Convincing customer: The retailer should make effort to convince the customer by offering them different types of products as well as services suited to their need.

(viii) Invite customer: The retailer has to motivate the customer to visit outlet and explain in a convincing manner the product features to complete the sale process.

(ix) Adopt courtesy: The retailer has to be courteous when a customer comes to the outlet. He has to greet with a smiling face, offer a chair and water drink before sale conversation starts. 

Thus, CRM covers all interface relating to retail business and customers. A modest CRM program permits a business to obtain customers, offer customer services and recollect valued customers.

4. What is E- CRM and explain how it is different from CRM.

Ans: E-CRM functions with the usage of the clear environmental intranet, extranet and internets refers to managing all forms of relationships with customer with use of information technology. It enables to use IT with the integration of internal organization properties and external marketing plans to comprehend and achieve their customer needs and wants, it is considered as superior technique to communicate with others.

The Difference between CRM and E-CRM are as follow:

CRM	E-CRM
Customer contacts	In CRM, customers are covered through the retail store, telephone, fax, etc.
System interface	In CRM, enterprise resources planning is used and emphasis is laid on the back-end.
System overload	In CRM, customers must download several applications to view the system.
Information	In CRM, views differ grounded on the viewers and modified views do not exist.
System focus	In CRM, the system made for internal usage is designed grounded on occupation function and products; web application designed for one business unit only.
Maintenance and modification	In CRM, more time is required for implementation and maintenance of the system is very expensive. It is because the system occurs at diverse location and various servers.

Thus, the traditional CRM replaced by modern E-CRM, which simplifies the process of CRM of many of organization. The E-CRM is found useful in effectively managing separated relationship through all the customers and interactive with them proceeding on individual basic.

G. Check Your Performance:

1. Demonstrate the steps in CRM process. 

Ans: Every single organization has its separate business procedures and strategies. The CRM system must customize to match present and future requirements. CRM software helps monitor all information connected to leaders, customers, associates and competitors. It greatly decreases the prospect for a company overlooking important particulars and miscalculate outcomes. Successful CRM implementation safeguards users have safe access to generate and edit all related records round-the-clock since place through web-enabled instruments. They permit organizations to focus their energies and cash on campaigns and make sure optimal lead changes. 

The steps in CRM process are as follow:

(i) Open a data bank: The organization keeps collecting information about the customers, which is called data bank. That data bank has to be opened in our CRM system. CRM software helps monitor all information associated with leaders, customers, associates and competitors.

(ii) Selection of customer: Initiate steps to acquire customers and respect customers: After creating the CRM database, we prepare the list of loyal customers. It is significant for the organization to select proper customers as per categories from the data.

(iii) Retain valuable customers: From the list, organization has to contact selected customers and thereby initiate step to retain them.

(iv) Understand customer’s needs: In CRM process this is vital for a retail organization to understand customers’ requirements and try to sell products, which are actually required by them.

(v) Differentiate the customer needs: According to customer’s characteristics such as buying behavior, segmentation etc., an organization should differentiate customer’s needs.

(vi) Approaching customer: The retailer has to approach customer through print or digital media. After preparing the list of loyal customers, we approach them through proper channel and offer them our product.

(vii) Convincing customer: The retailer should make effort to convince the customer by offering them different types of products as well as services suited to their need.

(viii) Invite customer: The retailer has to motivate the customer to visit outlet and explain in a convincing manner the product features to complete the sale process.

(ix) Adopt courtesy: The retailer has to be courteous when a customer comes to the outlet. He has to greet with a smiling face, offer a chair and water drink before sale conversation starts. 

Thus, CRM covers all interface relating to retail business and customers. A modest CRM program permits a business to obtain customers, offer customer services and recollect valued customers.

2. Prepare a chart on the essentials of E- CRM. 

Ans: Students do it by yourself.

SESSION 2: BALANCE THE NEED OF CUSTOMER AND ORGANIZATION

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SESSION 3: CUSTOMER EXPECTATIONS TO DEVELOP RELATIONSHIP

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SESSION 4: EFFECTIVE COMMUNICATION

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