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P3CS5-1

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Question 1 of 5

The ‘customer experience’ is what the customer experiences:

when a service is unacceptable

throughout the customer journey

when they call an organisation

when returning faulty goods

The purpose of Customer Relationship Management (CRM) is to:

generate income

manage customer information

exceed customer expectations

solve problems

CRM will develop and maintain relationships with:

competitors

social media

Local Authorities

service partners

An effective CRM system will improve the customer’s:

experience

expectations

needs and wants

satisfaction

CRM data can be used in customer service delivery to:

send invoices

deliver sales information

generate reports

write press releases

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