A successful customer relationship management system reorganizes the business processes to deliver superior value to the customers by:
A)decentralizing the marketing data.
B)bringing down a firm's reliance on expensive word-of-mouth marketing.
C)expanding the response time for customer queries to increase their satisfaction.
D)empowering customers to find information they need to manage their own orders.

Question

Quizplus · Accepted Answer

Empowering customers with self-service options, such as providing information to manage their own orders, is a key component of a successful CRM system. This can lead to increased satisfaction and loyalty, as well as streamlined business processes. Option A is incorrect as decentralizing marketing data would not necessarily improve customer value. Option B is incorrect as word-of-mouth marketing can still be effective and is not necessarily expensive. Option C is incorrect as expanding response time would decrease customer satisfaction.

A Successful Customer Relationship Management System Reorganizes the Business Processes