List some of the enterprise-wide changes a successful customer relationship management (CRM) strategy must include
What will be an ideal response?
Some of the enterprise-wide changes a successful CRM strategy must include are:
a. Policies and business processes: Organizational policies and procedures need to reflect a customer-focused culture.
b. Customer service: Key metrics for managing the business need to reflect customer-focused measures for quality and satisfaction as well as process changes to enhance the customer experience.
c. Employee training: Employees from all areas-marketing, sales, and support-must have a consistent focus that values customer service and satisfaction.
d. Data collection, analysis, and sharing: All aspects of the customer experience-such as prospecting, sales, support, and so on-must be tracked, analyzed, and shared to optimize the benefits of the CRM.
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There are four promotional strategies for dealing with the unique features of services. Name these strategies and give examples of each, using American Airlines (or another air carrier you are familiar with) as your example
What will be an ideal response?
In which of the following situations would oral evidence be allowed?
a. To contradict the terms of a partially integrated contract. b. To clarify the terms of a partially integrated contract. c. To prove that a written contract has be cancelled. d. a and b e. b and c