Unit 5: Improving the Customer Experience
Customer relationships are obtained and maintained in a variety of ways, such as through customer relationship management (CRM) strategies and technology. Companies use this customer-centric approach to analyze and change marketing strategies and track customer visits online. Customer service technology tools include email, texts, call centers, and real time chat rooms.
Completing this unit should take you approximately 3 hours.
5.1: Types of Customer Relationship Management (CRM)
5.2 The Value of Customer Relationships
Read this section to discover effective channels of CRM and how powerful they can be to a company. Learn the long-term value of a satisfied customer and how a company can implement different strategies to maintain that relationship. Effective CRM initiatives equal increased customer satisfaction which leads to increased sales and positive word-of-mouth advertising.
5.3: CRM Technology Tools and Software
Unit 5 Activities