CRM Systems Allow Organizations to Identify Which Customers Have Stopped

question 19

Multiple Choice

CRM systems allow organizations to identify which customers have stopped purchasing products or services, so that the organization can target those former customers for future promotions and/or perhaps to investigate why they stopped purchasing in the first place.This CRM attribute is called:

• A) Customer profitability determination
• B) Customer-base retention initiative
• C) Customer defection analysis
• D) Customer clickstream analysis

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Definitions:

Job Analysis

A systematic process for gathering, documenting, and analyzing information about the content, requirements, and context of jobs to support hiring, training, performance evaluation, and other HR activities.

National Occupational Classification

A systematic classification of occupations in the economy, providing a standardized framework for job definitions, skill requirements, and work attributes.

Uniformity

The state or quality of being the same in terms of appearance, behavior, or structure, often pursued to ensure consistency and standardization.

Job Specification

A detailed description of the qualifications, skills, and experience required for a particular job or position.