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What is CRM, Customer Relationship Management?

CRM stands for Customer Relationship Management (CRM).

It's hard to find a definitive definition of what CRM means. So I'll outline the broad meaning and then give some examples.

You may have heard of the terms CRM and Customer Relationship Management in regards to software. Well CRM is not just a piece of software. It's more than that.

The CRM Customer Relationship Management software is a vital component, yet the whole business needs to understand CRM Customer Relationship Management in all departments and functions of the business and behave appropriately to make CRM Customer Relationship Management work.

An effective CRM Customer Relationship Management will include methodologies, strategies, software, and web-based capabilities that help an enterprise organize and manage customer relationships.

Why use CRM Customer Relationship Management?

CRM Customer Relationship Management is used to help businesses (a.) understand their customer, and (b.) understand their customers' wants and needs and (c.) help the business serve them more efficiently and effectively

In turn this will help the business to improve customer satisfaction, increase staff productivity, slash operational costs and maximize the effectiveness of each customer interaction.

Let's talk about these three different areas.

CRM Customer Relationship Management to understand the customer

In a CRM Customer Relationship Management application and approach a user will collect as much information about a customer that they can. They'll collect names, addresses, contact numbers, age, sex, number of children etc. A CRM Customer Relationship Management process does this to, amongst other things; help 'classify' their customers.

A benefit of a CRM Customer Relationship Management system is that a user can help analyse which types of customers are best for their business.

Then once they know what customer 'types' are best they can then market to them in a 'personal' way - using the information gained about them.

CRM Customer Relationship Management to understand the customers wants and needs

As information is collected about the customers' personal life, information is also collected about their buying habits and stored in CRM Customer Relationship Management software.

Humans are creatures of habit. By analysing the information collected about the customer and their buying habits the CRM Customer Relationship Management can be used to help the business identify what the customers would most likely want or need to buy.

For example, if your CRM Customer Relationship Management information lets you know that your best customers typically like buying 'red apples' in November for an average sale price of $15. You can prepare a marketing approach that is sent out to them prior to November that will steer them towards buying $30 worth of apples.

The customer sees it as useful because it's something they like to do at that time of year, and you're offering them a reminder and perhaps an incentive to buy more. The business benefits by structuring the offer to increase the sales value and therefore increasing the profit return.

CRM Customer Relationship Management is useful to also target new customers

Information gathered in the CRM Customer Relationship Management will help the business to target more of the preferred customers. An analysis using CRM Customer Relationship Management software could tell the business, for example, that single males between 30 to 35 years of age that earn between $50,000 and $60,000 are the best type of customer for the business.

Knowing that information from the CRM Customer Relationship Management, the business can then hire a list from a direct mail list broker of all the single men that fit the description and target their marketing towards them.

The CRM Customer Relationship Management activity of improving the relationship with the customer is to help keep the customer more loyal to the company and thus improve the profitability of the business.

CRM Customer Relationship Management to help efficiency and effectiveness of business

A good CRM Customer Relationship Management application will help the business to become more efficient and effective.

The business can become more efficient because if a customer contacts the business, within seconds the customer service representative can produce the customers file. This will tell the employee all about the customer and their interaction with the business.

So a CRM Customer Relationship Management saves time for the business and is able to help the employees deliver high levels of personalised service.

A CRM Customer Relationship Management software program and approach can help the business become more effective. An example would be marketing.

Knowing all the information about the customers, the marketing strategies can be targeted towards the customers in a personal way. Thus marketing to a defined target market with a past history the potential of improved results is far greater than marketing to a 'cold' list.

This article should only be viewed a very broad overview of what CRM Customer Relationship Management is.

On this website you'll find more detail and resources to help you understand and use CRM Customer Relationship Management for your business.

Copyright © 2005 by Casey Gollan. All Rights Reserved

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7-Step Guide to Answer the PMP Exam Questions

Yet, with smart preparation and a comprehensive approach to answer the test questions, you will have a best chance of getting most of the right answers. Below are the 7 steps that can serve you as a guide and help you go through the test with better confidence.

Read each question carefully

This is obviously very important. Yet others were not so careful and paid the price. You have to read the question twice or thrice if necessary. There are questions in the PMP exam that are confusing at first reading because of their wordiness, for instance. You don't want to just skim through these kinds of questions. Read each carefully.

Take your time

This is why doing a practice exam is essential. It can give you a proper estimate of the time to finish the test. Nonetheless, it pays to take your time to understand each question carefully. There are PMP exam questions that contain jargons that or extra information that sometimes obfuscate the questions. You have to be careful and consider your answer thoroughly.

Determine the scope of each question

You can narrow down each item to a specific knowledge area or process group found in the PMBOK. This can give you an idea which choice to pick for your answer. Keep in mind that most if not all questions in the PMP exams are related to a particular knowledge area.

Consider all possible answers

You can read all answers minutely. Do not settle on just the first answer because it seems to be the right one. Don't just stop there. Considering the others is important. There are questions in the test that have two or more correct answers, but then you will have to pick the most correct one. There are also questions in PMP exam that are situational or need computation.

The process of elimination

When it comes to the tough questions, especially on situational items, you can use the method of eliminating the answers that are considerably irrelevant or incorrect. After which, you can pick from the remaining possible best answers the most correct one. You have to pay attention to qualifiers like First, Next, Most, and so on. This can determine the best answer in an item.

Familiarize and apply the right formula

Pick the right formula to be used, if the question is related to formulas. In the question, find the values for different variables in the formula. Compute the value asked in the question and select the right answer.

Answer each question

Never ever leave an item in the PMP exam that is not answered even though you don't know the answer. Check each number properly before calling it a day, and see if each question has been answered. In case you still not sure what to pick among 4 choices, give it the best shot you have got and pick your best guess. You will have the best chance picking the right answer than not answering the question at all.

There you have the 7 steps that can help you pass the PMP exam with flying colors, as they say. Use this as your guide and improve your chance of getting a higher score of the test.

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Ciel consulting pmp® training is designed to ensure that you clear the pmp® exam in the first attempt. Our hands-on training approach, entrusted + learners, will help you to imbibe the workings of the 5 process groups and 10 knowledge areas as prescribed by pmi®. We guarantee that you’ll walk away with all the preparation and confidence you need to conquer the exam and earn the pmp® certification. The training is inline with pmbok 6.
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