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Unit 1 Customer Relationship Management
Unit 1 Customer Relationship Management
Unit 1 Customer Relationship Management
CUSTOMER RELATIONSHIP
MANAGEMENT
READ THESE STATEMENTS (1-8). WHICH
OF THE FIVE EXTRACTS (A-E) DOES
EACH STATEMENT REFER TO?
1 By changing management organisation, companies can sell a wider range of
products to the same customers . E
2 CRM combines customer care with consumer research. A
Unfortunately for telecoms companies, how they handle even the most
general customer queries remains the cause of the most dissatisfaction.
Consumers' greatest angst is one of astounding simplicity: that
customer-care representatives do not have all the required information
to hand. According to our research, 87% of operators said bill inquiries
were amongst the top three most common queries they received. The
implication is that companies need to urgently reassess their customer-
care and billing systems to address this significant shortfall in
delivering up-to-date information to the customer. The customer is
more interested in service than the technology that delivers it. By
reversing the current dissatisfaction in the telecoms industry,
companies can really begin to address their profit margins and secure
their future.
D 3