Home Solutions 1.1 Explain the concept of the “customer experience
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The primary theme of the paper is 1.1 Explain the concept of the “customer experience in which you are required to emphasize its aspects in detail. The cost of the paper starts from $79 and it has been purchased and rated 4.9 points on the scale of 5 points by the students. To gain deeper insights into the paper and achieve fresh information, kindly contact our support.
You must be able to:
1 Understand Customer Relationship Management (CRM)
1.1 Explain the concept of the “customer experience”1.2 Explain different methods of segmenting and characterising customers1.3 Explain the purpose and scope of CRM1.4 Describe the features of an effective CRM system1.5 Explain the uses of CRM data in customer service delivery
2 Understand customer retention
2.1 Explain the term customer retention2.2 Explain the benefits of customer retention to an organisation2.3 Explain the factors that influence customer retention2.4 Describe techniques used to attract and retain customers2.5 Explain how to assess the extent of customer loyalty2.6 Explain the factors involved in customer recovery
3 Understand the measurement of customer satisfaction
3.1 Describe techniques used to analyse performance data3.2 Explain the factors to be taken into account in setting performance targets and objectives3.3 Explain the features and uses of a range of techniques to measure customer satisfaction
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