Purpose of implementing CRM:

To take the money of the customers, to make them depend on the product / services.

Question

Purpose of implementing CRM:

To take the money of the customers, to make them depend on the product / services.

BlackTom AI · Accepted Answer

Original statement restated: The purpose of implementing CRM is to take the money of the customers, to make them depend on the product / services.

Consider what CRM (Customer Relationship Management) is fundamentally about. It is a strategy and set of practices aimed at understanding customers, building stronger relationships, enhancing satisfaction, and improving loyalty and long-term value. The goal is to manage interactions across the customer lifecycle to deliver better experiences, not to extract money or engineer dependency in a manipulative sense.

Why this statement is not accurate: 
- The claim that CRM exists to simply take money overlooks the customer-centric goals of CRM, such as improving service quality, personalization, and trust. 
- Framing CRM as a tool to make customers dependent suggests manipulation and short-term incentives, which contradicts ethical and sustainable CRM practices that aim for voluntary, ongoing engagement.
- A properly implemented CRM seeks mutually beneficial outcomes: customers receive relevant offers and support, while the organization gains loyalty, repeat business, and referrals.

Why this matters in practice: CRM systems collect data to understand needs, segment audiences, and customize interactions. This should enhance value delivery rather than just increase revenue at the customer’s expense. If a CRM program focuses solely on monetization or creating dependence, it risks eroding trust and driving customer churn in the long run.

In summary, the described purpose does not align with the core principles of effective and ethical CRM, which emphasize relationship-building, value creation, and sustainable engagement rather than merely extracting money or fostering dependence.

CSC2204-1.8AC1.AUG2025 Mid Semester Quiz

Purpose of implementing CRM: To take the money of the customers, to make them depend on the product / services.

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