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P2BA49-1

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Question 1 of 5

What will a good customer relationship do?

Exceed staff expectations

Focus on improvements to products and/or services

Give added value to a product and/or service

Help develop customer loyalty

Customer feedback can be used to identify:

cost of product and/or service

customer care

areas of service improvement

personal information

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

Competitor information

Repeat business

Relevant information and data

Insight into market trends

What does added value represent?

Extra benefits to the customer

Customer satisfaction

Speed of service

Customer loyalty

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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