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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.oHow 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. oForecast 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 2ReferenceGibson, Pattie. (2012). The World of Customer Service, 3rd Edition.