Final answer:
In Efficient Customer Relationship Management (CRM), the concept that is not typically included is 'Use Electronic Data Interchange (EDI) to manage all data,' as CRM is focused on managing customer relationships, while EDI pertains to B2B transactions. Option C is the correct answer.
Step-by-step explanation:
The question relates to the concept of Efficient Customer Relationship Management (CRM) in modern businesses. Customer Relationship Management encompasses various strategies and technologies that companies use to manage and analyze customer interactions and data throughout the customer lifecycle, with the goal of improving business relationships with customers, assisting in customer retention, and driving sales growth. CRM systems compile data from a range of different communication channels, including a company's website, telephone, email, live chat, marketing materials, and more recently, social media.
Effective CRM involves:
- Automating order routing to ensure a seamless flow from the customer order through to fulfillment.
- Using integrated Order Management Systems (OMS) to streamline the order processing, which provides real-time access to inventory levels, order status, and customer information.
- Making order status visible to customers so they can track the progress of their purchase, enhancing customer satisfaction and transparency.
The option that does not align well with the CRM concepts is: Use Electronic Data Interchange (EDI) to manage all data. While EDI is a valuable technology for exchanging business documents and data electronically between companies, CRM primarily focuses on interactions between the company and its customers. EDI is often used for B2B (business-to-business) interactions, whereas CRM systems are designed to facilitate B2C (business-to-consumer) relationships. Therefore, the correct answer to the question, which is the concept that does not include among CRM concepts, is C. Use Electronic Data Interchange (EDI) to manage all data.