Question

Customers today are using different channels to engage constantly with their preferred brands. These customers are responsible for spreading electronic word of mouth thereby

influencing others. You have recently started your venture of an online grocery store. As

an organization that has traditionally been dealing with customers offline, you realize

the need to turn to using customer relationship management software to engage with your customers. What are the pros and cons of using this as a means to

engage with customers effectively? Justify your standpoint.​

Answer 1

Answer:

Explanation:

Hello,

The world today we are living is digitalise glob.

Today we are seeing baron in the world making a lot of money in using the digital platform. So this is telling us that businesses or organisations are making more money when they decided to take their business to different digital platforms. Let take an example of Amazon, EBay E.T.C.

Answer 2

The pros and cons of customer relationship management software

Explanation:

Pros of CRM

• Customer relationship management is important for the business.
• CRM's role is to balance the corporate needs with successful fulfillment of customer needs.  
• CRM facilitate the use of customer experiences for continuous improvement of this relationship.
• CRM integrates marketing, sales and customer support activities.

Cons of CRM

• CRM is computerized software so there is lack of human involvement.
• CRM is complex and integrates several functional areas of the organisation.
• CRM cannot automate all the customer relationships and is often considered a knowledge intensive process.

To know more:

What are the pros and cons of using this as a means to engage with customers effectively? Justify your standpoint.

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