Question

Which of the following is not a part of the process cycle for CRM?

A. Marketing planning
B. Knowledge discovery
C. Customer interaction
D. Touchpoint targeting
E. Analysis and refinement

Answer 1

The process cycle for CRM typically includes marketing planning, knowledge discovery, customer interaction, touchpoint targeting, and analysis and refinement. Transformation is not a part of the CRM process cycle.

Step-by-step explanation:

CRM stands for Customer Relationship Management and refers to the strategies, practices, and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle. The process cycle for CRM typically includes several steps:

1. Marketing planning: This involves developing marketing strategies and plans to attract and acquire new customers.
2. Knowledge discovery: This refers to gathering and analyzing data about customers and their preferences, needs, and behaviors.
3. Customer interaction: This involves engaging with customers through various channels, such as phone calls, emails, social media, and face-to-face interactions.
4. Touchpoint targeting: This step focuses on identifying and targeting specific touchpoints or moments of interaction with customers to enhance their experience.
5. Analysis and refinement: This step involves analyzing customer data to gain insights and refine marketing strategies and customer interactions.

Out of the given options, Transformation is not a part of the process cycle for CRM. Transformation is not a commonly recognized step in the CRM process cycle.