ITPEC IP April 2023 Question 84
ITPEC IP April 2023 — Question 84 of 100
CRM is based on building and maintaining profitable, long-term relationships with customers. Customer relationship management integrates customer information and interactions across sales, marketing, and service so the organization can understand needs, improve satisfaction and retention, and increase customer lifetime value.
Answer (b)
Why not others:
- (a) describes seeking an uncontested or low-competition market, not managing customer relationships
- (c) a shorter product life cycle is a market condition and not the source of CRM profit
- (d) focuses on market share rather than the value and continuity of individual customer relationships
Key rule: CRM seeks profit through customer acquisition, satisfaction, retention, and lifetime value—not merely through one-time sales.
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