Customer Relationship Management Refers to the

question 187

Multiple Choice

Customer relationship management refers to the

• A) view that organizations should satisfy the needs of consumers in a way that provides for society's well-being.
• B) process of identifying prospective buyers, understanding them intimately, and developing favorable long-term perceptions of the organization and its offerings so buyers will choose them in the marketplace.
• C) idea that an organization should strive to satisfy the needs of consumers while also trying to achieve the organization's goals.
• D) links an organization has to its individual customers, employees, suppliers, and other partners for their mutual long-term benefit.
• E) cluster of benefits that an organization promises customers to satisfy their needs.

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Definitions:

Cognitive Development

The process by which individuals acquire and develop the ability to think, understand, and reason over time.

Social Referencing

A baby’s adjustment of its reactions to objects or events based on feedback provided by a caregiver. For example, a baby may look at a caregiver’s facial expression before approaching a new toy.

Intergenerational Transmission

When parents repeat with their children the patterns of trauma, rejection, and maltreatment that they experienced as children from their own parents.

Social Referencing

This is the process by which people look to others in an environment to get cues on how to understand or react to uncertain situations or events.