1. What is a communication channel in the context of Customer Relationship Management (CRM)?
2. Which of the following communication channels is explicitly mentioned as being used in operational CRM functions?
3. What is the primary role of Customer Relationship Management (CRM) in customer service and sales?
Communication Channel — definition?
Medium for transmitting information between business and customers.
Operational CRM — role?
Supports direct customer interactions like sales and service.
Customer Service and Sales — integration?
CRM combines front-office and back-office functions for customer management.
Analytical CRM — function?
Analyzes customer data to improve strategies and insights.
Data Mining — technique?
Analyzes large datasets to discover patterns and insights.
Customer Data Warehouse — purpose?
Stores integrated customer data for analysis and decision-making.
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