Customer Relationship Management Is a Business Process That

question 4

Multiple Choice

Customer Relationship Management is a business process that

• A)categorises each customer
• B)provides automation of customer service and reduces costs
• C)combines strategy,process and technology to manage customer interaction
• D)enables organisations to optimise the customer service experience

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Definitions:

Worst-case Scenario

A situation where the worst possible outcome occurs, often used in planning and analysis to prepare for and mitigate risks.

Scenario Analysis

A process of analyzing future events by considering alternative possible outcomes (scenarios), often used for strategic planning to understand potential risks and opportunities.

Base-case Analysis

An evaluation technique in which the projected performance of a project is calculated under a set of assumptions considered most likely or average.

Sensitivity Analysis

A method employed to ascertain the impact of varying independent variable values on a specific dependent variable, based on certain assumptions.