When a Company Implements After-Sales Service and Support CRM Software

question 73

Multiple Choice

When a company implements after-sales service and support CRM software, salespeople

• A)have more time to focus on increasing sales because the system does customer support for them.
• B)have instant access to a record of everything that occurred during online customer interactions.
• C)are required to manually track and document every customer's case history and preferences.
• D)are in a much better position to respond to customers' needs and build customer loyalty.

---

Definitions:

Relay Assembly Test Room Studies

A series of experiments conducted at Western Electric's Hawthorne Works to assess the impact of work environment changes on employee productivity.

Qualitative

Pertaining to descriptions or distinctions based on qualities rather than on quantitative measurements, often used in research.

Naturalistic Research

A methodological approach to study that involves observing subjects in their natural environments without intervening or altering the conditions.

Fordist Workplace

Pertains to a form of industrial production characterized by large-scale manufacturing, standardized products, and assembly line processes, derived from Henry Ford's practices.