Management for a process that is critical to the

management for a process that is critical to the business, by collecting customer
data the organization to have the approach to be able to enable.
o How does collecting this information contribute to the service culture?
It can then be analyzed using CRM software, by collecting such
information. The company can more accurately gain insights into how to serve
each customer better. By having the awareness of the customer’s type of interest
as well as their problems and their biggest benefits helps make the customers be
loyal to the business.
o Forecast what you think the customer service infrastructure will look like in
five years.
In five years I think that customer service structure would like all
machinery like as in everything will be run on computers or by robots while we
sit back and do nothing. Even if everything isn't ran by computers and/or robots
then I also think that customer service infrastructure would like better than that of
today's where systems are just about always crashing and having to be fixed time
and time again. It’s already software that business use to run their customer
service.

Homework Week 2
Reference
Gibson, Pattie. (2012). The World of Customer Service, 3rd Edition.