In the context of the customer relationship management (CRM) cycle, which of the following steps should be carried out once customer data are analyzed and transformed into usable information?
A)The unprofitable customers must be identified.
B)The information must be leveraged.
C)The relevant customer data must be captured.
D)The customer data must be stored and integrated.

Question

Quizplus · Accepted Answer

Once customer data is analyzed and transformed into usable information, it must be leveraged, meaning it should be used to improve the overall customer experience, customize marketing strategies, and identify opportunities for cross-selling or upselling. Identifying unprofitable customers (A) and capturing relevant customer data (C) are steps that should occur earlier in the CRM cycle, while storing and integrating customer data (D) is an ongoing process throughout the entire cycle.

In the Context of the Customer Relationship Management (CRM) Cycle