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      Question

      A CRM is only effective if it

      includes:
      A a customer experience management strategy Correct Answer Incorrect Answer
      B free coupons for long term buyers Correct Answer Incorrect Answer
      C an online platform Correct Answer Incorrect Answer
      D a social media strategy Correct Answer Incorrect Answer
      E None of these Correct Answer Incorrect Answer

      Solution

      Customer experience management (CEM) involves managing the customers' interactions with the organization at all levels and at all touchpoints (direct and indirect contacts of the customer with an organization) so that the customer has a positive impression of the organization, is satisfied with the experience, and will remain loyal to the organization.

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