ITPEC IP April 2021 Question 80
ITPEC IP April 2021 — Question 80 of 100
CRM aims to maximize customer lifetime value by building and maintaining profitable long-term relationships. Customer Relationship Management integrates customer information and interactions across marketing, sales, and service so the company can acquire, retain, and develop customers appropriately.
Answer (a)
Why not others:
- ERP integrates enterprise resources and processes
- SCM optimizes supply-chain flows
- SFA specifically supports and improves sales-force activities
Key rule: When the objective is lifetime customer profitability and relationship retention, the management system is CRM.
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