Q1 what is customer centricity ? Give an example each from product and services .

Ans- It is a way of doing business that brings a positive customer experience at every stage of
customer journey. It leads to customer loyalty which leads to positive word of mouth.
Example of customer centric in services – FedEx
Example of customer centric in products- Porsche

Q2 Define CRM . Give an example

And – Customer relationship management is an approach to manage company interaction with
current and potential customers . It uses data analysis about customer history with a company to
improve business relationship. Example .RFM – Recency , Frequency and Monetary analysis done
by companies to know customer lifetime value.
Q3 Define strategic CRM with example
Ans Strategic CRM is used to collect ,organize and share customer information among multiple
teams . For example Sales and purchase history , customer service contact , marketing preferences
and technical support interaction.

Q4 Define front office CRM . Give an example

Ans- Front office CRM support interface between sellers and buyers. These are customer facing
business processes or sales or marketing possibly service . Communication system , salesforce
automation and live customer support are few examples of front office CRM .
Q5 What is CMR ? What is VRM?
Ans- CMR is a relation in which company uses methodology , software or internet capability to
encourage the customer to set up and manage the nature and duration which he or she wants to
have with the business.
VRM is a customer side counter part of CRM , just as CRM gives companies means to relate with
customer , VRM gives customers means to relate with companies