1 Understand Customer Relationship Management (CRM)
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Question 1 of 5
1. Question
1.1 Explain the concept of the ‘customer experience’
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Question 2 of 5
2. Question
1.2 Explain different methods of segmenting and characterising customers
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Question 3 of 5
3. Question
1.3 Explain the purpose and scope of CRM
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Question 4 of 5
4. Question
1.4 Describe the features of an effective CRM system
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Question 5 of 5
5. Question
1.5 Explain the uses of CRM data in customer service delivery
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