Implementing Customer Relationship Management (CRM) systems can help a company reduce its cost of sales while increasing customer loyalty. CRM systems centralize customer data, enabling personalized marketing, improved customer service, and efficient sales processes. By understanding customer needs and behaviors, a company can tailor its offerings and interactions to enhance satisfaction and loyalty, leading to repeat business and reduced customer acquisition costs. Business process design (A) and sales and operations planning (B) are crucial for efficiency, and e-commerce (D) can enhance sales channels, but CRM directly impacts customer relationships and loyalty.

References:

Buttle, F., & Maklan, S. (2019). Customer Relationship Management: Concepts and Technologies. Routledge.

Payne, A., & Frow, P. (2013). Strategic Customer Management: Integrating Relationship Marketing and CRM. Cambridge University Press.