Which stage in a customer relationship management cycle is characterized by the sharing of customer information to all areas of a business after it has been analyzed and transformed into useful information?
a. Identifying profitable and unprofitable customers
b. Leveraging customer information
c. Identifying customer relationships with the organization
d. Storing and integrating customer data
ANSWER: b
Once customer data are analyzed and transformed into usable information, the information must be leveraged. The customer relationship management (CRM) system sends the customer information to all areas of a business because the customer interacts with all aspects of the business.
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