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Question 80 - CSCP discussion

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Which of the following outcomes is a benefit typically expected of customer relationship management (CRM)?

A.
Reducing the size of the sales force by automating activities
Answers
A.
Reducing the size of the sales force by automating activities
B.
Gaining a better understanding of customer requirements
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B.
Gaining a better understanding of customer requirements
C.
Implementing automated inter-organizational processes
Answers
C.
Implementing automated inter-organizational processes
D.
Focusing sales efforts on the most profitable customers
Answers
D.
Focusing sales efforts on the most profitable customers
Suggested answer:

Explanation:

Context: Customer relationship management (CRM) systems are designed to enhance the interaction between a company and its customers.Options Breakdown:A . Reducing the size of the sales force by automating activities: While CRM can automate some sales activities, the primary goal is not to reduce the sales force.B . Gaining a better understanding of customer requirements: CRM systems gather and analyze customer data, helping companies understand customer needs and preferences better.C . Implementing automated inter-organizational processes: This is more related to enterprise resource planning (ERP) systems rather than CRM.D . Focusing sales efforts on the most profitable customers: This is an outcome of better customer understanding, but not the primary benefit.Answer: Justification: The key benefit of CRM is its ability to provide detailed insights into customer requirements, which helps in tailoring products and services to meet those needs effectively.CRM system benefits and implementation guidesCase studies on the impact of CRM on customer understanding

asked 16/09/2024
Hicham Jellab
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