ANSWER THE FOLLOWING QUESTIONS

• Explain the key features of customer relationship management. (AC 1.I) .
• Analyse the benefits of good customer relationship management to business. (AC 1.2) .
• Analyse the impact of quality management systems on customer relationship management. (AC 1.3)
• To achieve a Merit, your article and supporting materials must also evaluate the methods used to measure customer satisfaction. You may select an organisation where you have worked or one that you will research. (AC IMI)