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