Which of the Following Statements About Customer Relationship Management (CRM)programs

question 143

Multiple Choice

Which of the following statements about customer relationship management (CRM) programs is true?

• A)To succeed,all companies should engage in CRM every time they interact with a customer.
• B)Only consumer marketers can benefit from the use of CRM programs.
• C)Internet technology is viewed as a barrier to the implementation of CRM programs.
• D)CRM programs include any touchpoint that is a point of interface between he customer and a company.
• E)The success of a CRM program relies on its use of mass communication channels.

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Definitions:

Partnering/Consultative Selling

A sales approach where the salesperson acts as a partner, focusing on understanding and meeting the customer's needs rather than just selling products.

Relationship Selling

A sales approach focused on building long-term customer relationships rather than just making immediate sales.

Customer Complaint

Feedback from a customer expressing dissatisfaction with a product or service received.

Perceived Purchase Satisfaction

The level of contentment a consumer feels regarding a purchase, based on their expectations and the product's performance.