Question

2. Connect the importance of data warehousing to the efficiency of a customer relationship management strategy. 3. Identify the major components of a customer service infrastructure. 4. Discuss the changing role of CSRs as it incorporates additional marketing and sales activities.

Answer 1

2. Data warehousing is connected to the efficiency of the Customer Relationship Management (CRM) strategy in several ways. In data warehousing, a database is designed to do analytical analysis and all relevant data is pooled together in this database. A CRM strategy is a key component to run any business, it gives a plan to develop customer relationships. A CRM system is directly involved with building customer relationships and streamlining processes to increase profits by improved customer service which would lead to increased sales. A huge amount of relevant customer data is used in this process, which is done using data warehousing. For any CRM strategy to be efficient, relevant data from data warehousing is a must. Various functionalities of a CRM system like single customer view, permission management, campaign segmentation, manage deliverability, customer services, customer analysis, personalization, and customer loyalty scheme either gets support extended by data warehouse or it utilizes the data-warehouse data.

3. The major components of customer service infrastructure are overall pleasant customer experience, friendliness, top-tier knowledge, promptness, and first call resolution. Customer service should be aimed at the goal of giving the customer an overall pleasant experience, based on which the customer will return whenever he needs a product or service from a business. The components of friendliness, knowledge, promptness, and first call resolution also helps in building a customer base.

4. The changing role of Customer Service Representatives (CSRs) are many as it incorporates additional marketing and sales activities. These are taking ownership of customer service problems, troubleshooting issues and resolve them, escalating unresolved problems to concerned personnel, collecting feedback from customers, documenting solution articles, and using customer support software to resolve customer issues.