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Awareness, educational, avoidance

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Aglae Pacocha

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The three basic categories of control in Customer Relationship Management (CRM) are operational, analytical, and collaborative controls. Operational controls focus on managing day-to-day interactions with customers, ensuring efficient processes and service delivery. Analytical controls involve data analysis to gain insights into customer behavior and preferences, aiding in decision-making. Collaborative controls emphasize communication and collaboration among various departments to enhance customer experience and relationship management.


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In step 3 of CRM (Customer Relationship Management), which typically involves analyzing customer data and interactions, a mix of analytical control and performance control is used. Analytical control focuses on evaluating customer data to identify trends, preferences, and behaviors, while performance control measures the effectiveness of CRM strategies in achieving desired outcomes, such as customer satisfaction and retention. Together, these controls help organizations refine their approaches to enhance customer relationships and drive business growth.


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