Which Is True About Customer Relationship Management (CRM)

Multiple Choice

Which is true about customer relationship management (CRM) ?

A) Both internal and external service desks should engage in CRM initiatives to ensure optimal levels of customer service.
B) It focuses on performing customer satisfaction surveys and updating Service Level Agreements to reflect new service levels.
C) It involves using customer contact and relationship information to generate additional sales and increase levels of customer service and retention.
D) It assigns dedicated account specialists to accounts and enables organizations to ensure higher levels of customer service.