Author Question: The core business processes common to most business organizations are order-to-cash, procure-to-pay, ... (Read 143 times)

soccerdreamer_17 · **on:** Jul 7, 2018

The core business processes common to most business organizations are order-to-cash, procure-to-pay, and make-to-stock.

Indicate whether the statement is true or false

Question 2

List some of the enterprise-wide changes a successful customer relationship management (CRM) strategy must include.

What will be an ideal response?

canderson530 · **Reply #1 on:** Jul 7, 2018

Answer to Question 1

TRUE

Answer to Question 2

Some of the enterprise-wide changes a successful CRM strategy must include are:
a. Policies and business processes: Organizational policies and procedures need to reflect a customer-focused culture.
b. Customer service: Key metrics for managing the business need to reflect customer-focused measures for quality and satisfaction as well as process changes to enhance the customer experience.
c. Employee training: Employees from all areas-marketing, sales, and support-must have a consistent focus that values customer service and satisfaction.
d. Data collection, analysis, and sharing: All aspects of the customer experience-such as prospecting, sales, support, and so on-must be tracked, analyzed, and shared to optimize the benefits of the CRM.