ITEC 1000 Study Guide - Final Guide: Customer Retention, Call Centre, Customer Service

• School: York University
• Department: Information Technology
• Course: ITEC 1000
• Professor: Peter Khaiter

Document Summary

True / false questions: crm systems store customer account data in multiple specialized databases and then make it available throughout a company via internet, intranet, or other network links. True false: crm gives sales representatives lagged, but recent, access to a customer"s account status and history before scheduling sales calls. True false: call center software helps customer service reps assist customers who are having problems with a product or service by providing relevant service data and suggestions. True false: it costs twice as much to sell to a new customer than it does to sell to an existing one. True false: a company can boost its profits 85 percent by increasing its annual customer retention by only 5 percent. True false: the majority of complaining customers will do business with a company again if it quickly takes care of the problem.