How do customer relationship management (CRM) systems help businesses in customer acquisition?

By streamlining lead management and facilitating targeted marketing campaigns

By discontinuing all promotional activities

By increasing product prices to attract premium customers

By reducing the number of marketing channels

What is customer relationship management (CRM) software?

A technology solution that helps businesses manage interactions and relationships with customers

A system for monitoring machinery performance

A platform for analyzing financial data

A tool for tracking employee attendance

What are the key features of a customer relationship management (CRM) system?

Lead management, contact management, sales forecasting, customer support tracking

Inventory management, payroll processing, social media marketing

Quality control, supply chain management, logistics optimization

Employee scheduling, budgeting, project management

What is the purpose of customer relationship management (CRM) systems?

To help organizations manage and analyze customer interactions and data throughout the customer lifecycle

To automate product manufacturing processes

What is the role of customer relationship management (CRM) systems in improving sales performance?

CRM systems help track sales activities, manage customer interactions, and identify sales opportunities

CRM systems focus on reducing customer interactions and limiting sales opportunities

CRM systems prioritize inventory management over sales tracking

CRM systems are primarily designed for employee scheduling purposes

What is the purpose of a knowledge management system's search functionality?

The search functionality allows users to quickly locate and retrieve specific information, knowledge, documents, or resources within the system.

The search functionality generates random results unrelated to the search query

The search functionality serves as a social networking feature within the system

The search functionality is used to delete unnecessary data from the system

How do knowledge management systems contribute to competitive advantage for organizations?

By enabling quicker decision-making through access to relevant information, fostering innovation and learning, and facilitating the sharing of best practices among employees.

By limiting access to information and knowledge within the organization

By increasing operational inefficiencies and communication barriers

By storing outdated and irrelevant data in the system

What are the two main types of knowledge in knowledge management systems?

Explicit knowledge and tacit knowledge.

Structured knowledge and unstructured knowledge

Historical knowledge and future knowledge

Basic knowledge and advanced knowledge

What role does data analytics play in knowledge management systems?

Data analytics helps in extracting valuable insights from the data stored in the knowledge management system, enabling informed decision-making and continuous improvement.

Data analytics can only be performed manually in knowledge management systems

Data analytics is used for data security only

Data analytics is not relevant to knowledge management systems

What are some key benefits of implementing a knowledge management system in an organization?

Improved decision-making, quicker problem-solving, and enhanced collaboration among employees.

Decreased productivity, slower communication, and decreased employee engagement

Increased paperwork and bureaucracy

No impact on organizational effectiveness

What is the importance of an executive information system in decision-making?

It provides real-time data and analytics to support strategic decision-making processes.

It is only used for basic operational tasks

It slows down the decision-making process

It is not relevant for organizations

How does an executive information system differ from a traditional management information system?

An executive information system is designed specifically for top-level management to support strategic decision-making, while a traditional management information system is more focused on operational tasks.

An executive information system is only used by middle management

Both systems serve the same purpose

An executive information system is less advanced than a traditional management information system

What are some key features of an executive information system that enhance decision-making?

Real-time data access, interactive dashboards, and customizable reports are key features of an executive information system.

Limited data access, static reports, and fixed dashboards

No data visualization tools, manual data entry, and generic analytics

Delayed data updates, non-interactive interfaces, and standard reports

How does an executive information system support strategic decision-making processes?

An executive information system provides top management with critical data, analytics, and insights needed for long-term planning and goal-setting.

Top management does not use executive information systems for decision-making

An executive information system only focuses on short-term operational decisions

An executive information system is not relevant for strategic decision-making

Why is real-time data access important in an executive information system for decision-making?

Real-time data access enables executives to stay updated with the latest information, respond quickly to changes, and make timely decisions.

Real-time data access slows down the decision-making process

Real-time data access is unnecessary for decision-making

Real-time data access only provides outdated information

Which of the following is a key benefit of electronic meeting systems?

Facilitating remote participation

Excluding virtual collaborators

Limiting communication to in-person meetings

Restricting access to meeting records

Which of the following is a characteristic of electronic meeting systems?

Supporting interactive communication

Limiting file sharing capabilities

Restricting participant engagement

What are some common uses for a geographic information system (GIS)?

Analyzing crime patterns in a city

Flying drones for aerial photography

Designing fashion trends for the season

Cooking traditional dishes from different countries

How can a geographic information system (GIS) be beneficial in emergency response and disaster management?

Predicting flood-prone areas during heavy rainfall

Organizing a charity marathon for disaster relief

Hosting a talent show fundraiser

Teaching wilderness survival skills

How can a geographic information system (GIS) be used in disaster risk reduction?

Identifying high-risk areas for earthquakes and creating evacuation plans

Starting a community garden project for sustainable living

Sponsoring a music festival for disaster relief fundraising

Designing a line of eco-friendly yoga mats

How can a geographic information system (GIS) be utilized in public health planning?

Mapping the spread of infectious diseases in a community

Organizing a fitness challenge for a local community center

Hosting a concert to promote mental health awareness

Creating a recipe book for healthy meal preparation

How can a geographic information system (GIS) be utilized in environmental research?

Mapping deforestation rates in the Amazon rainforest

Organizing beach clean-up events

Designing new fashion accessories inspired by nature

Creating a playlist of nature sounds

How does a clear system documentation contribute to the effectiveness of a management support system?

It assists users in understanding system functionalities and troubleshooting

It adds unnecessary complexity to the system

It confuses users and increases errors

It is not necessary for system usability

Why is scalability an important consideration in designing a management support system?

To accommodate growth and changes in the organization

To prevent any updates or improvements

To limit the system's capabilities

To increase the system's complexity unnecessarily

What is the significance of usability testing in the design process of a management support system?

It ensures that the system is user-friendly and easy to navigate

It complicates the design process

It is not necessary for system functionality

It delays the implementation timeline

Why is it important to involve stakeholders in the design of a management support system?

To ensure that the system meets their requirements and expectations

To exclude their opinions and ideas

To make the process more complicated

What is one of the guidelines for designing a management support system?

Consider the needs of the users

Focus only on design aesthetics

Describe customer relationship management systems.

Describe customer relationship management systems

LO1: Describe customer relationship management systems.

Describe customer relationship

O1: Describe the evolution of the marketing concept. LO2: Define the term consumer behaviour. LO3: Discuss the factors influencing consumer behaviour. LO4: Discuss consumer behaviour as a field of study. PM: Chapter 1 Theme 2: Consumer Behaviour and Marketing Academic Week: 1-4 LO5: Critically examine consumer behaviour and the marketing mix. LO6: Analyse consumer behaviour within society. LO7: Analyse the consumer behaviour dynamic. LO8: Analyse online consumer behaviour. LO9: Define consumer value. LO10: Discuss the consumer value framework and its components. LO11: Analyse the marketing strategy in relation to consumer value. LO12: Discuss consumer lifetime value. Related Outcomes: MO001 PM: Chapter 1 Theme 3: Consumer misbehaviour PM: Chapter 13 LO13: Define the concept of consumer misbehaviour. LO14: Discuss the various causes of consumer misbehaviour. LO15: Analyse the different forms of consumer misbehaviour. LO16: Discuss the impact of consumer misbehaviour. LO17: Define other-customer failure. LO18: Discuss the various methods of managing consumer misbehaviour.

Explain the concept of price elasticity of demand. Describe how customers perceive price. Understand pricing strategies and how to price new offerings. Explain cost, competitor, demand, and value-oriented approaches to pricing. Explain how pricing operates in the business-to-business (B2B) setting.

New Trends in Agriculture Extension approaches Extension has been, and still is, under attack from a wide spectrum of politicians and economists over its cost and financing. As a result, Extension Systems have had to make changes, by restating the system’s mission, developing a new vision for the future, and formulating plans for the necessary transition to achieve the desired change. 1. Privatization of Agricultural Extension Service Privatization: Process of funding and delivering the extension services by private individual or organization is called Private Extension. Concept: Privatization of extension refers to services rendered in rural area & allied aspects of extension personnel working in private agencies or organization for which farmers are expected to pay a fee & it can be viewed as supplementary or alternative to public extension services (Sarvanan & Shivalinge 1980). Privatization approaches ➢ Share cropping system ➢ Village extension contract system ➢ Public extension through private delivery ➢ Service for vouchers Strengths of Private Extension System ➢ More demand - driven rather than supply – driven ➢ High quality of services in terms of satisfying information needs of clientele, trained manpower, sustained finances and resource allocation ➢ Provides for an information mix and choices available to farmers ➢ Enhanced efficiency of staff ➢ Assure continuous supply and quality agricultural products ➢ More effective because farmer can select an adviser who is the best able to help ➢ Healthy competition among service provider will lead to better quality and lower costs for service Weakness of Private Extension System ➢ Concentrate on area having favorable physical environment ➢ More face-to-face contacts (person oriented) ➢ Increased dependence of farmers and hence exploitation ➢ No education role ➢ Deprivation of small farmers ➢ Hamper the free flow of information 2. Cyber Extension or e-extension Concepts Cyber space: it is the imaginary or virtual space of computers connected with each other on Networks, across the Globe. Cyber extension: it means 'using the power of online networks, computer communications and digital interactive multimedia to facilitate dissemination of agriculture technology. Cyber Extension thus can be defined as the extension over cyber space. Important tools of cyber extension E-Mail, Telnet, File Transfer Protocol (FTP), Gopher, Archie and World Wide Web (WWW) Strengths of Cyber Extension ➢ Access to the astounding information and continuously available ➢ Information rich and instantaneously available of information ➢ Interactive communication ➢ The information is available from any point on the globe ➢ Communication is dynamic ➢ Cut steps from traditional process ➢ Save money, time and effort ➢ Multiplicity of purpose Issues and Concerns of Cyber Extension ➢ Lack of Reliable Telecom Infrastructure in Rural Areas ➢ Erratic or no Power Supply ➢ Lack of ICT Trained manpower (willing to serve) in Rural Areas ➢ Lack of content (locally relevant and in local languages) ➢ Lack of Information Services to Rural Clientele ➢ Low Purchasing power of the Rural communities ➢ Lack of Holistic Approaches ➢ Issues of Sustainability Application of cyber extension ➢ Village information shops Dr. M.S. SwaminathanResearch Foundation, Chennai ➢ Information villagers MANAGE in Ranga Reddy District in Andhra pradesh ➢ Gyandoot net initiative of District Dhar, Madhya Pradesh. ➢ Warna wired village of National Informatics Center (NIC) in Kolhapur- Sangli Districts of Maharashtra 3. Market-Led-Extension (MLE) Concepts Market: A congregation of prospective buyers & sellers with a common motive of trading a particular commodity. Extension: It is the spreading/reaching out to the mass Market-led-extension: Agriculture & economics coupled with extension is the perfect blend for reaching at the door steps of common man with the help of technology. Dimensions of market-led extension ➢ Marketing mix: A planned mix of the controllable elements of a product's marketing plan commonly termed as 4Ps: product, price, place, and promotion. These four elements are adjusted until the right combination is found that serves the needs of the product's customers, while generating optimum income. ➢ Marketing plan: A marketing plan is a comprehensive document that outlines a business and marketing efforts for the coming year. It describes business activities involved in accomplishing specific marketing objectives within a set time frame. A marketing plan also includes a description of the current marketing position of a business, a discussion of the target market and a description of the marketing mix that a business will use to achieve their marketing goals. ➢ Market Intelligence: It is the information relevant to a company’s markets, gathered and analyzed specifically for the purpose of accurate and confident decision making. Market intelligence includes the process of gathering data from the company’s external environment, whereas the business intelligence process is primarily based on internal recorded events – such as sales, shipments and purchases. ➢ Market oriented production ➢ Use of Technology Strengths of market-led extension ➢ SWOT analysis of the market ➢ Organization of Farmers’ Interest Groups (FIGs) ➢ Enhancing the interactive and communication skills of the farmers ➢ Establishing marketing and agro-processing linkages ➢ Advice on product planning ➢ Educating the farming community ➢ Direct marketing ➢ Acquiring complete market intelligence ➢ Publication of agricultural market information Production of video films of success stories ➢ Challenges to market-led extension ➢ Gigantic size of extension system ➢ Information technology Diverse conditions ➢ Market intelligence ➢ Reforms in agricultural extension system Government Initiatives ➢ Central warehousing Corporation-1965 ➢ MSP by Commission for Agricultural Cost and Price (CACP) ➢ Food Corporation of India ➢ Then some others as: Cotton Corporation of India (CCI), Jute Corporation of India (JCI), National Dairy Development Board (NDDB), Agriculture and Processed food Export Development Authority (APEDA) etc. 4. Farmer--Led-Extension (FLE) Farmer--led-extension is defined as 'the provision of training by farmers to farmers, often through the creation of a structure of farmer promoters and farmer trainers' (Scarborough et al., 1997). Philosophy and principles ➢ Farmers and local institutions (e.g. producer organizations or village leaders) should play a key role in selecting farmer-trainers and monitoring and evaluating them. This helps make the programmes more accountable to the community or groups that they serve. ➢ Farmer-trainers are ‘of the community’; they communicate in local languages and are more sensitive to local cultures, mannerisms, farming practices, and farmers’ needs. ➢ Farmer-trainers should be selected on the basis of their skills and interest in sharing information, not just on their farming expertise. ➢ Farmer-trainers need strong linkages with and support from development agents (whether government, non-government organization (NGO), or private), the people who train and backstop them. Farmer-trainers generally serve as a complement to existing extension systems, rather than being a substitute for them. ➢ Facilitating organizations and local institutions need to be proactive in ensuring that women as well as men become farmer-trainers. ➢ Simple and appropriate reference materials should be made available to the farmer trainers. Essential Elements of Farmer--led-extension ➢ The group ➢ The Field ➢ The Facilitator ➢ The curriculum ➢ Programme leader ➢ Financing Special features of Farmer--led-extension ➢ All learning is field based & it is primary venue for learning ➢ FLE group learning constantly over the experimentation period ➢ FLE promotes healthy decisions & quality decisions ➢ Farmers conduct their own field studies with comparisons or treatments ➢ Facilitates Farmer-to-Farmer communication ➢ Field staff serve as facilitators ➢ FLE is a unique way to educate farmers ➢ It is an effective platform for sharing of experiences and collectively solving agriculture related problems. 5. Expert system Expert system is an intelligent computer program that uses knowledge and inferences procedures to solve problems (Daniel Hunt, 1986). Objectives of developing expert system ➢ To enhance the performance of agricultural extension personnel and farmer ➢ To make farming more efficient and profitable ➢ To reduce the time required in solving the problems ➢ To maintain the expert system by continuously upgrading the database Advantages of expert system ➢ Solves critical problems by making logical deductions without taking much time ➢ It combines experimental and conventional knowledge with the reasoning skills of specialists ➢ To enhance the performance of average worker to the level of an expert Limitations of expert system ➢ Expensive computer program ➢ Mostly developed not in regional languages ➢ Requires AC power and internet connection all the time ➢ Complex software requires computer skilled personnel Modules of expert system in agriculture ➢ COMAX: Integrated crop management in cotton ➢ SOYEX: Soybean oil extraction expert system ➢ PLANT/ds: Diagnosis of soybean diseases ➢ MAIZE: Maize expert system for field crop management ➢ SEMAGI: Weed control decision making in sunflowers ➢ Rice Crop Doctor: Developed by National Institute of Agricultural Extension Management (MANAGE) Difference between conventional and expert system of extension Conventional Extension ➢ Universal approachability of same information is a problem ➢ Information is given whatever is available without considering needs and resources ➢ No Cost benefit analysis ➢ Information flow depends on availability of agent ➢ Require users to draw their own conclusion from facts Expert System of Extension ➢ Universal approachability of same information is possible ➢ Information is chosen based on their needs and resources ➢ Cost benefit analysis ➢ Information through Cyber Cafe at any place at any time ➢ Conclusion is drawn based on the decision given by the expert

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