Which one of the following is NOT an issue (to be tackled) of conceptual component of a CRM programme?

Correct option is C

The conceptual component of a Customer Relationship Management (CRM) program focuses on defining the strategic and theoretical foundations of the CRM initiative. It includes tasks such as:
· Setting objectives (b): Clearly defining the goals of the CRM program to ensure alignment with business strategy.
· Choosing the technology (a): Deciding on the tools and platforms to support the CRM program.
· Putting customers first (d): Developing a customer-centric mindset and ensuring the organization is aligned to prioritize customer needs.
However, processing customer requests through multiple channels (c) is more of an operational or functional issue, rather than a conceptual one. It relates to the execution and implementation of CRM programs, focusing on daily operational efficiency rather than strategic alignment.
Information Booster
· Conceptual CRM issues include strategic decisions and planning aspects, such as identifying the organization's goals, defining the customer-centric approach, selecting appropriate CRM methodologies, and choosing technology frameworks to support these strategies.
· These issues shape the foundation for implementing CRM systems and aligning them with business processes.
Additional Knowledge
Other Incorrect Options:
· (a) Choosing the technology: This is a conceptual issue since the selection of technology determines how well the CRM program can be implemented.
· (b) Setting objectives: Defining clear goals is critical to the conceptual framework, ensuring that the CRM aligns with business outcomes.
· (d) Putting customers first: A conceptual issue as it deals with forming a customer-centric culture, which is vital for CRM success.