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ACCA Applied Knowledge · Business and Technology · Communicating in business

A firm's sales staff use a customer relationship management (CRM) system shared with the finance and customer service departments. Which benefit of IT-enabled communication does this BEST illustrate?

It illustrates a single shared source of customer information that improves coordination between functions. Sales, finance and service all see consistent data. Shared systems actually raise security needs and do not eliminate informal communication.

  1. AReduced need for any data security controls
  2. BA single shared source of customer information that improves coordination between functionsCorrect
  3. CElimination of all informal communication between departments

Explanation

A shared CRM holds one version of customer data, so departments work from consistent information and coordinate better. Sharing data increases rather than reduces the need for security controls. It does not remove informal communication.

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