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Interpretation:On a scale of 1 to 7, providing and explaining ratings for the given factor and calculating a combined score for the overall customer contact and mentioning whether the equal weights have been used in calculating the combined score with reason. The position of the process on the customer contact matrix and if it is properly aligned with reason.
Concept Introduction:The main purpose behind the customer contact matrix is to evaluate and improve a process. In order to do so, the concept integrates the below three dimensions, degree of customer contact, process characteristics and customization.
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Chapter 2 Solutions
Operations Management: Processes and Supply Chains, Student Value Edition Plus MyLab Operations Management with Pearson eText -- Access Card Package (11th Edition)
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- One of the objectives of CRM software is to capture data about every contact the company has with a customer and to store it in the CRM system. Do you think customers might be concerned with this practice? Why or why not? What are the advantages that CRM software offers to the customer? *Please provide a new answer. Thank you.*arrow_forwardI need the answer for this (a) A mobile repair shop had received a number of complaints on the length of time it took to make repairs. The manager responded by increasing the repair staff by 20 percent. Complaints on repair time quickly decreased, but then complaints on the cost of repairs suddenly increased. Oddly enough, when repair costs were analyzed, the manager found that the average cost of repair had actually decreased relative to what it was before the increase in staff. What are some possible explanations for the complaints, and what actions might the manager contemplate?arrow_forwardDiscuss the ethical considerations and potential privacy issues associated with the collection and use of customer data in CRM. How can companies address these concerns?arrow_forward
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