Questions
Instructions
Please answer breakout questions 1 and 2. See attached chapter 3 for questions
Answer
Customer relationship management Customer relationship management (CRM) is a vital model for customer-oriented businesses. The CRM has major responsibilities such as the acquisition of customers, retention of customers, and customer profitability. A major function of the CRM is also discovering knowledge, where it inquires information from customers (Johnson, and Marshall, 2016). However, there has been a debate on who is responsible for CRM. No one person or department owns CRM. It belongs to anyone who uses it to analyze and act on customer information. Hence, the CEOs have a major role in owning the CRM, as they are responsible for making decisions using customer information. The sales manager, data or business analyst, operations manager, CRM admin, and sales manager all have the power...
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