ITPEC IP April 2024 Question 81
ITPEC IP April 2024 — Question 81 of 100
CRM requires customer data and purchasing history to understand and manage relationships with individual customers. Customer Relationship Management combines profiles, contacts, inquiries, sales activity, purchase frequency, preferences, service history, and campaign responses. Analysis of this information supports segmentation, personalized offers, retention, customer service, and lifetime-value improvement.
Answer (a)
Why not others:
- (b) Blueprint data supports design and engineering work
- (c) Experts' knowledge is associated with knowledge management or expert systems
- (d) time, shop, item, and quantity are transaction details useful for POS analysis, but without customer identity they do not provide the customer-centered history required by CRM
Key rule: CRM organizes interactions and transactions around identifiable customers so the company can build long-term relationships.
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