P3CS5-1
Your Score: 0/5
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:
manage customer information
exceed customer expectations
generate income
solve problems
CRM will develop and maintain relationships with:
service partners
social media
Local Authorities
competitors
An effective CRM system will improve the customer’s:
needs and wants
experience
satisfaction
expectations
CRM data can be used in customer service delivery to:
write press releases
generate reports
deliver sales information
send invoices
Quiz Complete!
You scored: 0 out of 5