Quiz Answer

2. The industry term for customer management


2. The industry term for customer management

This is an information industry term for methodologies, software, and usually Internet capabilities that help an enterprise handle customers in an organized way.

a. ROI
b. SCM
c. SAP
d. CRM

ANSWER: D

CRM (customer relationship management) is an information industry term for methodologies, software, and usually Internet capabilities that help an enterprise manage customer relationships in an organized way. For example, an enterprise might build a database about its customers that described relationships in sufficient detail so that management, salespeople, people providing service, and perhaps the customer directly could access information, match customer needs with product plans and offerings, remind customers of service requirements, know what other products a customer had purchased, and so forth.

According to one industry view, CRM consists of:

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