__________ uses the latest information technology that allows organisations to maintain intense communication with customers as well as to gather and utilise data regarding the customers' needs and preferences.
A) Value chain management
B) Customer relationship management
C) Supply chain management
D) Total quality management
E) Internal customer management

Question

Quizplus · Accepted Answer

Customer relationship management (CRM) is the correct answer because it specifically refers to the practices, strategies, and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle. The goal is to improve business relationships with customers, assist in customer retention, and drive sales growth. CRM systems compile data from a range of different communication channels, including a company's website, telephone, email, live chat, marketing materials, and more recently, social media. They allow businesses to learn more about their target audiences and how to best cater to their needs, thus making CRM a crucial tool for managing the business-customer relationship.

__________ Uses the Latest Information Technology That Allows Organisations to Maintain