P3CS5-1
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Question 1 of 5
The ‘customer experience’ is what the customer experiences:
throughout the customer journey
when they call an organisation
when returning faulty goods
when a service is unacceptable
The purpose of Customer Relationship Management (CRM) is to:
manage customer information
generate income
exceed customer expectations
solve problems
CRM will develop and maintain relationships with:
service partners
competitors
Local Authorities
social media
An effective CRM system will improve the customer’s:
expectations
satisfaction
needs and wants
experience
CRM data can be used in customer service delivery to:
generate reports
write press releases
deliver sales information
send invoices
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