A firm using a customer relationship management (CRM) system is focused on: capt

Question

A firm using a customer relationship management (CRM) system is focused on:

capturing information at each customer "touchpoint."

tailoring its value proposition for targeted customers by tracking their preferences and behaviors.

gaining greater share of their customer's buying behavior.

all of the above.

capturing information at each customer "touchpoint."

tailoring its value proposition for targeted customers by tracking their preferences and behaviors.

gaining greater share of their customer's buying behavior.

all of the above.

Explanation / Answer

The primary focus area of the firm using CRM is tailoring its value proposition for targeted customers by tracking their preferences and behaviors

CRM also involves capturing relevant customer information as an input to this task, with an objective to maximise their share of customer's buying behavior.

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