Customer Relationship Management refers to
A)the creation of personal relationships with customers through one-on-one personal encounters after each sale is concluded in order to maintain customer loyalty.
B)the process of identifying prospective buyers, understanding them intimately, and developing favorable long-term perceptions of the organization and its offerings so that buyers will choose them in the marketplace primary encounters.
C)a management system of sending product information and literature only to those customers who have previously responded by making purchases.
D)the division or department within a firm responsible for handling customer complaints in terms of product performance or customer service.
E)a group of selected customers invited to serve on a special board which handles disputes between other customers and the firm, in order to provide a more balanced judgment.

Question

Quizplus · Accepted Answer

Customer Relationship Management (CRM) is the process of identifying prospective buyers, understanding them intimately, and developing favorable long-term perceptions of the organization and its offerings so that buyers will choose them in the marketplace primary encounters. It involves creating and maintaining strong relationships with customers through various strategies, including personalized communication and tailored marketing efforts. Option A focuses only on post-sale encounters, while options C, D, and E refer to specific components or functions of CRM, rather than the entire concept.

Customer Relationship Management Refers to