Utilizing Customer Relation Management (CRM) Data
The student submitted the following question:
Does your organization use electronic Customer Relation Management (CRM) data and how is it providing value?
This solution provides an example from an electronics store retailer. Customer service is polled through direct email; to see how well consumers rate their overall service. It explains the importance of both initial customer satisfaction and follow-up surveys in determining how likely repeat business will occur. If feedback is negative, this provides an organization with immediate input on what should be changed.