________ Are/is a Customer-Touching CRM Application

question 30

Multiple Choice

________ are/is a customer-touching CRM application.

• A) CMAs
• B) CIC
• C) FAQs
• D) SFA

Understanding how customer segmentation affects CRM strategy.

Recognizing the importance of order cycle variability and safety stock in inventory management.

Grasping the broad concept of customer service in logistics and marketing.

Understanding the application and impact of Activity-Based Costing (ABC) in customer service management.

---

Definitions:

Collective Guilt

Emotional experience where individuals feel responsible for the actions of a group they identify with, even if they didn't partake in those actions directly.

Just World Phenomenon

The cognitive bias that a person's actions always bring morally fair and fitting consequences to that person.

Kin Selection

A strategy in evolution where an organism's focus is on enhancing the reproductive prospects of its relatives, even if it results in a compromise to its own survival and ability to reproduce.

Social Exchange

Social exchange is a theory that suggests human relationships are formed based on a subjective cost-benefit analysis and the comparison of alternatives.