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Examine the role of CRM in optimizing customer journey mapping.
Step by step
Solved in 3 steps
- Explain the concept of customer journey mapping in the context of CRM. How can it be used to enhance customer experiences?Explain the concept of service discovery and its importance in a service-oriented system.Explain the concept of Customer Lifetime Value (CLV) in CRM and provide a mathematical model for calculating CLV, considering factors like churn rate and acquisition cost.
- Discuss the key elements of service quality and how they can be measured and improved in service rendering.Discuss the ethical considerations in the collection and use of customer data within CRM.Define the terms "service quality" and "measuring and monitoring service delivery," as well as their respective meanings.
- Please list the characteristics that identify well-designed service systems.Discuss the importance of data analytics and artificial intelligence in modern CRM systems. How do these technologies enhance customer relationship management?Describe the role of CRM in managing and optimizing the customer journey across multiple touchpoints.