ITPEC IP October 2019 Question 81
ITPEC IP October 2019 — Question 81 of 100
CRM requires customer data linked with each customer's purchasing history. Combining identity, contact, interaction, preference, and transaction information lets a company understand individual customers, segment them, personalize offers, and improve retention and support.
Answer (a)
Why not others:
- blueprint data supports product design and manufacturing
- experts' knowledge belongs to knowledge management or expert systems
- date, store, product, and quantity data describes transaction-level POS analysis without necessarily identifying customer relationships
Key rule: CRM manages relationships with identifiable customers across marketing, sales, and service using integrated customer histories.
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