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Explain the role of CRM in supporting customer self-service and online portals.
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- Explore the role of CRM in supporting customer self-service and online portals.Evaluate the impact of mobile CRM applications and cloud-based CRM solutions on the modernization of customer relationship management.Describe the fundamental components of an e-commerce system and demonstrate how they are applied in e-commerce apps.
- Explain the key components of a CRM system and their roles in improving customer relationships.Evaluate how digital technologies employed in managing the customer experience within the service sector are changing CRM systems to effectively acquire and retain customersDiscuss the key components of a CRM system and their roles in improving customer relationships.
- Identify and briefly describe five reasons that have led to the growth of business-to-consumer (B2C) internet commerce.Explain the concept of omnichannel CRM and its role in providing a seamless customer experience across multiple touchpoints. Provide examples of companies that have successfully implemented omnichannel CRM strategies.Internet consumers have access to two distinct categories of services. Describe the distinguishing characteristics that set apart each of these services.