Ch 1: Customer Relationship Management & Customer Satisfaction

About This Chapter

Customer relationship management (CRM) is an enterprise business system designed to help companies acquire and maintain customers. This chapter teaches your employees about CRM and its relationship to customer satisfaction.

Customer Relationship Management & Customer Satisfaction - Chapter Summary

Use the fun lessons in this chapter to help your employees understand CRM and how it can improve customer satisfaction in your company. Watching the videos can help employees gain greater insight into:

  • How customer relationship management is used to focus on customers
  • The meaning of customer satisfaction
  • CRM and its relationship to marketing technology

You can use the lessons as a part of a corporate training session, or allow employees to watch the videos independently on their computers, smartphones or tablets. Gauge their understanding of CRM and customer satisfaction with short lesson quizzes. Submit any questions you have about the lessons to expert tutors and coaches.

How It Helps

  • Creates awareness: The lessons make your employees aware of the importance of keeping customers satisfied and marketing to their needs as they work toward improving company profits.
  • Centers business on customers: Employees learn how to combine functional processes and business operations to shift the focus of your business to the needs of your customers.
  • Enhances marketing and technology: This chapter helps your employees understand how to use and improve your company's technology to successfully market to your customers.

Skills Covered

By completing the lessons in this chapter, employees will be prepared to:

  • Define customer relationship management
  • Explain how CRM helps organizations become more customer focused
  • Understand the meaning of customer satisfaction
  • Discuss the ways customer relationship management is guided by technology
  • Describe how CRM and technology can be combined to provide the best customer service

Chapter Practice Exam
Test your knowledge of this chapter with a 30 question practice chapter exam.
Not Taken
Practice Final Exam
Test your knowledge of the entire course with a 50 question practice final exam.
Not Taken

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Other Chapters

Other chapters within the Benefits of Customer Relationship Management (CRM) course