Your new online customer relationship management (CRM)system has been in place for 3 months.You want to get feedback on how it has been received by customers.What might be the best approach?
A)Select three customers at random and call them for their feedback
B)Develop an online survey and e-mail a link to the survey to all customers that have used the system
C)Develop an online survey and e-mail a link to a random group of five customers that have used the system
D)Arrange to be with three customers when they use the system to observe how they use it
E)Interview three help desk staff people as to complaints and feedback they have gotten from users.

Question

Quizplus · Accepted Answer

Developing an online survey and emailing a link to all customers that have used the system would provide a wider pool of feedback and give a better representation of how the CRM system has been received overall. Randomly selecting customers or observing only a few customers may not provide an accurate representation of the entire customer base's experience. Interviewing help desk staff may provide valuable information, but it may not reflect the experience of all customers who have used the system.

Your New Online Customer Relationship Management (CRM)system Has Been in Place