ITPEC IP October 2021 Question 82
ITPEC IP October 2021 — Question 82 of 100
CRM requires customer data and customer purchasing history. These records let a company understand individual relationships, segment customers, personalize communication and offers, and coordinate sales and support interactions.
Answer (a)
Why not others:
- blueprint data supports product or engineering design
- experts' knowledge belongs to knowledge management
- time, shop, product, and quantity data describes transaction-centered POS analysis but lacks the customer relationship identity emphasized by CRM
Key rule: Customer relationship management integrates customer identities, histories, contacts, preferences, and interactions to build long-term relationships.
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