Three functions of CRM include marketing, sales and ___.

Three functions of CRM include marketing, sales and ___.

• A. Customer Service
• B. Operations
• C. Finance
• D. Supply Chain

Answer: (A)

CRM is about managing how a business engages with customers throughout the entire relationship. The three main functions reflect the stages of that relationship: marketing to attract and qualify leads, sales to convert those leads into customers and manage the revenue pipeline, and customer service to support, retain, and grow the relationship after purchase. Customer service in a CRM handles tickets, inquiries, issue resolution, and a history of interactions, all tied to the customer's profile, enabling personalized and efficient support. The other options—operations, finance, and the supply chain—are internal functions focused on production, funding, and delivering products, rather than directly managing ongoing customer relationships, so they don’t fit as CRM’s primary functions.

CRM is about managing how a business engages with customers throughout the entire relationship. The three main functions reflect the stages of that relationship: marketing to attract and qualify leads, sales to convert those leads into customers and manage the revenue pipeline, and customer service to support, retain, and grow the relationship after purchase. Customer service in a CRM handles tickets, inquiries, issue resolution, and a history of interactions, all tied to the customer's profile, enabling personalized and efficient support. The other options—operations, finance, and the supply chain—are internal functions focused on production, funding, and delivering products, rather than directly managing ongoing customer relationships, so they don’t fit as CRM’s primary functions.