Week 2 - Customer Relationship Management

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Across
  1. 4. A type of post-purchase behaviour when a customer is delighted with their product purchased
  2. 6. In 2015, this retailer had customer data stolen by external attackers. The customer data included the customers’ names, email, address, phone numbers, product purchase details.
  3. 7. The purpose of a loyalty card is to _______ customers based on past purchasing behaviours
  4. 8. Customers that can make a negative contribution to a retailers income
  5. 9. Applications of statistical techniques and models that seek to improve retail decisions through analysing customer data
  6. 10. The type of customer information retailers seek to obtain
  7. 11. The expected contribution from the customer to the retailer's profits over their entire relationship with the retailer
  8. 12. A process of sorting through data to identify patterns and establish relationships
  9. 14. Retailers encourage impulse purchases here – think supermarkets in particular
  10. 16. An alternative method to a loyalty card of identifying a customer
Down
  1. 1. One of the objectives of a CRM process for retailers
  2. 2. Another name for a CRM system
  3. 3. Walmart and Amazon are very good at this; it’s about making personalised recommendations to achieve customer alchemy
  4. 5. An analysis that helps retailers suggest where stores should place merchandise and which merchandise they should display closely together.
  5. 13. A popular type of CRM system for retailers
  6. 15. The most profitable customers according to model The Customer Pyramid (Zeithami, Rust, Lemon, 2001)