Customer Relationship Management (CRM) systems provide sales and customer service functions with vital information to enhance customer interactions and support:
Shipment History: Access to past shipment data helps in understanding delivery patterns and addressing customer inquiries.
Promotional Programs: Information on promotions aids in upselling and cross-selling efforts.
Order Status: Real-time order status updates help in providing accurate information to customers about their purchases.
Options A (on-hand inventory balance), C (master production schedule details), and D (customer and market segments) are more relevant to inventory management and logistics planning rather than the primary focus of CRM.
References:
"Customer Relationship Management: Concept, Strategy, and Tools" by V. Kumar and Werner Reinartz
Gartner CRM Reports
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