Which of the following actions typically would be the first step in implementing the philosophy of customer relationship management?
Which of the following actions typically would be the first step in implementing the philosophy of customer relationship management?
The first step in implementing the philosophy of customer relationship management is creating a customer-centric organization. This transformation is fundamental as it sets the foundation for all subsequent actions. Shifting the organization's philosophy to prioritize the customer's needs and experiences lays the groundwork for effective CRM strategies and processes.
A is correct. From the CSCP 2022 learning system - “The definition suggests that CRM starts with an adjustment of philosophy in an organization—the shift to a customer-centric way of doing business—and then moves to a retooling of all the business processes that touch on the relationship with the customer, from customer acquisition to order fulfillment.”
"Creating a customer-centric organization" isn't the final result of pulling together an effective philosophy? I'm not so convinced that A is the right answer. Can someone else comment? Thanks!
answer is correct. first you align business to customer focous then identify customer needs 3. creat the map