The Central Key to the Many Failures of CRM Programs

question 116

True/False

The central key to the many failures of CRM programs was that the CRM program was focused on sales rather than enhancing relationships with customers.

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Definitions:

Anger

An emotional state that may range from minor irritation to strong rage, often triggered by perceived wrongs or injustices.

Fundamental Attribution Error

A cognitive bias that involves overattributing others' behaviors to their personal characteristics while underestimating situational factors.

Extenuating Circumstances

Conditions or factors that lessen the severity or culpability in a situation or a criminal act.

Videotaped Confessions

Recorded admissions of guilt by suspects, often used as evidence in legal proceedings, which can raise issues related to coercion and voluntariness.