Answer:
Customers expect it.
It affects customer perception of the organization.
Explanation:
Customer relationship management (CRM) typically involves the process of combining strategies, techniques, practices and technology so as to effectively and efficiently manage their customer data in order to improve and enhance customer satisfaction.
Simply stated, CRM is a strategic process which typically involves collecting customer information for the purpose of improving a customer's future experience.
A good customer service involves providing a timely, upbeat, and quality level of service, as well as attentive feedbacks to the customers that patronizes an organization. Thus, it ensures that the needs or wants of the customers are attended to in a matter that reflects positively on an organization.
Generally, customer service is important because of the following reasons;
I. Customers expect it: all customers are expectant of a timely and quality level of service being offered to them by a seller or employee.
II. It affects customer perception of the organization: a good customer service has a direct relationship with the way in which a customer views an organization and vice-versa.
