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P2BA49-1

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Question 1 of 5

What will a good customer relationship do?

Help develop customer loyalty

Give added value to a product and/or service

Focus on improvements to products and/or services

Exceed staff expectations

Customer feedback can be used to identify:

cost of product and/or service

areas of service improvement

customer care

personal information

What can Customer Relationship Management systems provide that can be used to meet customers’ expectations?

Competitor information

Repeat business

Insight into market trends

Relevant information and data

What does added value represent?

Extra benefits to the customer

Customer loyalty

Speed of service

Customer satisfaction

Is the following statement true or false? Regular communication with customers is important because it can lead to a reduction in sales.

FALSE

TRUE

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