All of the Following Are Requirements for Designing and Implementing

question 49

Multiple Choice

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

• A) Support from the firm's top executive
• B) Knowledge of the tools available to aid in CRM
• C) Adherence to a static CRM program
• D) Continuous awareness of customers' changing requirements

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Definitions:

Receptive

Being open and willing to accept new ideas or suggestions.

Credibility

The quality or power of inspiring belief or trust in others, often based on expertise, reliability, and honesty.

Mixed Signals

Type of message in which the sender might recommend one thing to others yet behave in another way.

Defensive Communication

Tendency to receive messages in such a way that one’s self-esteem is protected.