Passage 2
One key answer to the problem of finding and keeping customers-and tuming their good will into sales-is having good Customer Relationship Management. CRM's goal is to create a synergy among sales, marketing, and customer-service activities within an organization in order to obtain and retain customers. eCRM uses Web technology to create a team relationship among sales, marketing, and support and between that team and its clients
eCRM means different things to different companies. Some enter eCRM through traditional contact-management and sales-force automation software. Many companies see eCRM as a natural extension of their call centers. In an ideal system, historical information, such as customers' buying preferences, or circumstantial information such as customer-contract volumes, can launch actions and data screens. Finally, companies with corporate enterprise resource planning systems see eCRM as a natural part of computer-facilitated management.
Smaller organizations can also take advantage of the services of dot-companies which focus primarily on sales-force automation. These companies will put your basic eCRM services online for under 50 per user month. 【On the down side】, you don't get much customization or integration.
15.In order to find and keep customers and turn their good will into sales, the most important thing is to _______.
A.manage the customer relationship well B.know how CRM works C.use technology efficiently D.have an efficient customer service department正确答案A
