BACHELOR OF BUSINESS ADMINISTRATION

Detailed explanation-1: -CRM system generates throughout interactions on different channels. Answer: False: There are four phases involved in customer interaction.

Detailed explanation-2: -Integrated View of the Customer (IVoC) provides the connection between customer interaction channels and customer strategy. It involves collecting customer data from a variety of sources to develop a deeper understanding of each customer.

Detailed explanation-3: -CRM systems compile customer data across different channels, or points of contact, between the customer and the company, which could include the company’s website, telephone, live chat, direct mail, marketing materials and social networks.

Detailed explanation-4: -What is Collaborative CRM? Collaborative CRM allows you to create communication between different organizations related to customer service. Collaborative types of CRM can include various company divisions, such as marketing, sales, customer service, technical support, external customers, vendors, and distributors.

Detailed explanation-5: -CRMs provide instant access to every interaction that the customer has had with a brand, including chat history, purchase history, and customer service tickets. This enables customer service support staff to instantly pull up the customer’s details while they are interacting with them.