Which of the following is a difference between the customer relationship management (CRM) process and the customer service management process?
a. The CRM process builds relationships with good customers, while the customer service management process does not.
b. The CRM process deals with situations in which customers choose to return a product to the retailer or supplier, while the customer service management process does not.
c. The CRM process ensures that high-value customer relationships remain strong, while the customer service management process does not.
d. The CRM process deals with situations in which customers choose to return a product to the retailer or supplier, while the customer service management process does not.
Answer: a. The CRM process builds relationships with good customers, while the customer service management process does not.