Problem
A recent customer survey at TD Bank has found that customers are not satirized eith the Bank's products and service. You are responsible for leading a team to come up with a CRM strategy that will help improve customer engagement and experience.
i. List and explain two customer touch points impact customer experience and should be improved as part of your recommendations.
ii. Describe the use of customer information and data to provide a more customized experience. What data would be important to collect and analyze?
iii. Discuss and explain two features of CRM applications that can improve customer experience.