False. The customer relationship management (CRM) process does not primarily involve activities related to order processing, shipping, and payment collection. CRM is focused on building and maintaining strong relationships with customers to enhance customer satisfaction, loyalty, and retention.
The CRM process typically includes activities such as identifying and understanding customer needs, segmenting customers based on preferences and behaviors, developing personalized marketing strategies, providing excellent customer service, managing customer interactions across various touchpoints, and analyzing customer data to improve the customer experience.
Order processing, shipping, and payment collection are part of the broader order fulfillment and transactional processes of a business, which typically fall under operations management and supply chain management functions. These processes are essential for delivering products or services to customers efficiently and effectively but are distinct from the customer relationship management activities focused on fostering long-term relationships and customer loyalty.
