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– Nelson Mandela

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I have felt that this class is very much amazing. It has assisted me in looking at the bigger picture of the organization. I have felt that one of the most significant topic that I have understood her...

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I have felt that this class is very much amazing.

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For me, gauging my personal comfort level with using self-disclosure is difficult. Part of me thinks that I would be very comfortable with using self-disclosure for minute details such as in a "Most o...

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4. A pairwise interaction between the crickets is defined as when the two insects come into close proximity. A “win” is defined as one of the crickets standing its ground during the interaction, while...

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Unit 2 Discussion 2 Customer Relationship Management (CRM)

Unit 2 Discussion 2 Customer Relationship Management (CRM)

Q Many companies purchase Customer Relationship Management (CRM) software with the belief it is a magic solution to increasing customer loyalty and service. The software – while it is sometimes very effective and has its merits – does not provide the human touch, which most customers appreciate. What are your thoughts and experience with this approach – computer vs. personal interaction in providing customer value? How does your company approach this domain?

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There is lack of human touch for customers with the utilization and application of Customer Relationship Management (CRM) software by companies (Herman et al., 2020). That is why there will always be the presence of a sense of incompleteness for the overall experience of every customer with no human feelings or emotions being shown towards the customers. It is just automated response from the CRM software which the customer can get. The relationship between a customer and a CRM software can appear to be artificial and stereotypical like the mechanical relationship between man and machine.