All of the Following Are Recommended for Designing and Implementing

question 38

Multiple Choice

All of the following are recommended for designing and implementing a successful CRM program EXCEPT:

• A) Support from the firm's top executives
• B) Expect employees to 'learn on the job' and adapt their way of working
• C) Knowledge of the tools available to aid in CRM
• D) Continuous awareness of customers' changing requirements

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Definitions:

Internal Benchmarking

The process of comparing business processes and performance metrics to industry bests or best practices within the same organization.

Work Units

Small divisions or groups within an organization that focus on specific tasks or projects.

Contingency Planning

Planning that identifies alternative courses of action to take when things go wrong.

Trigger Points

Specific conditions or events that initiate a particular action, reaction, or series of events.