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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