Understand interactions with the current customer base

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Understand interactions with the current customer base. The interaction between the customer and the organization is considered to be the foundation on which a CRM system is built. Only through effective interactions can organizations learn about the expectations of their customers, generate and manage knowledge about them, negotiate mutually satisfying commitments, and build long-term relationships.

Effective management of customer interactions recognizes that customers provide information to organizations across a wide variety of touch points. Consumer-centric organizations are implementing new and unique approaches for establishing interactions specifically for this purpose. They include Web-based interactions, point-of-sale interactions, and transaction-based interactions.

1. Develop a plan for establishing and managing interactions with a business's customers. In this plan, identify the key touch points for customers, explain how the data warehouse would be designed, and indicate the main interaction methods that would be promoted to the customer.

Reference no: EM131267570

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