Purpose of a Customer Relationship Management (CRM) System:
CRM systems focus on managing customer interactions to build long-term relationships.
They provide tools for sales, marketing, customer service, and analytics to enhance customer satisfaction and retention.
Key Objectives of CRM Systems:
Increase customer loyalty: By personalizing experiences and addressing customer needs effectively.
Boost profitability: Through targeted marketing, better customer insights, and optimized resource allocation.
Incorrect Options Analysis:
A. Decision-making support: CRM provides customer interaction insights, not fundamental decision-making tools.
B. Business functions: Covers ERP systems, not CRM.
C. Supplier relations: Focus is on customer relations, not suppliers.
References and Documents of Information Technology Management:
"CRM Best Practices for Business Success" (Salesforce Whitepaper).
ITIL 4 Service Design: CRM Integration (Axelos).
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