Rentals Plus Recently Implemented a Customer Relationship Management (CRM)system That

question 92

Multiple Choice

Rentals Plus recently implemented a customer relationship management (CRM) system that tracks wait times and end-of-call evaluations for customer service representatives. This is an example of a control that helps manage

• A)efficiency.
• B)quality.
• C)technology.
• D)customer responsiveness.
• E)innovation.

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Definitions:

Performance Appraisal

The systematic evaluation of an employee's job performance and productivity, often used as a basis for career development and compensation decisions.

Role Negotiation

A process by which individuals discuss and agree upon the expectations and responsibilities of their roles within an organization to minimize conflicts.

Positive Thinking

The practice of focusing on the good in any given situation or adopting an optimistic viewpoint that promotes the expectation of favorable outcomes.

Stressors

External pressures or events that cause stress, which can impact an individual's physical and psychological well-being.