_____ Includes Those Areas Where Customers Directly Interact with the Company

question 28

Multiple Choice

_____ includes those areas where customers directly interact with the company.

• A) CRM
• B) Analytical CRM
• C) Customer-facing CRM
• D) Customer-touching CRM
• E) Transactional CRM

---

Definitions:

Reliability

The degree to which a service, tool, or system consistently performs according to its intended or required outcome without failure.

Responsiveness

The speed and quality with which an organization reacts to customer inquiries, complaints, or orders.

Assurance

A guarantee or pledge, often used in the context of service quality, ensuring customer satisfaction.

Empathy

The ability to understand and share the feelings of another, essential in building effective interpersonal relationships and crucial in service-oriented industries for understanding customer needs.