Question

Which of the following statements about consumer focused programs/initiatives is TRUE?

1) Customers want additional support services and other offerings that add value to their initial product or service purchases
2) CRM programs are simple in that they involve treating customers properly and making them feel valued
3) CRM programs are complex in that they involve identifying all customers, their needs, and then creating a system geared towards completely satisfying the customer.
4) All of these

Answer 1

Customers desire additional support services with their purchases, and CRM programs are complex, involving the identification of customer needs and creating systems to satisfy them.

Step-by-step explanation:

The true statement about consumer-focused programs/initiatives is that customers indeed want additional support services and other offerings that add value to their initial product or service purchases.

While CRM programs aim to treat customers properly and make them feel valued, they are also quite complex. This complexity arises because CRM involves identifying all customers, understanding their needs, and then creating a system that aims to completely satisfy the customer. So, both statements 1 and 3 are true reflections of customer expectations and the intricacies of CRM programs.