What type of metrics does customer relationship management try to optimize?
A) Bottom-up initiatives
B) Systems
C) Efficiency
D) Effectiveness

Question

Quizplus · Accepted Answer

Customer relationship management (CRM) tries to optimize effectiveness metrics such as customer satisfaction, retention rates, and loyalty. Efficiency metrics may also be important, but the primary focus is on building and maintaining strong customer relationships. Bottom-up initiatives and systems are not metrics but tools or strategies that can be used to improve CRM efforts.

What Type of Metrics Does Customer Relationship Management Try to Optimize