The Key Reason Many CRM Programs Failed Was

question 166

Multiple Choice

The key reason many CRM programs failed was:

• A) failure to differentiate customer profiles
• B) firms did not understand customers
• C) a focus on technology rather than people
• D) a focus on sales rather than enhancing relationships with customers

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Definitions:

Devine (1989)

A reference to a study or publication by Patricia G. Devine in 1989 on automatic and controlled processes in stereotyping.

Unprejudiced Members

Refers to individuals within a group who do not hold preconceived biases or judgments towards others, fostering an inclusive and open environment.

Stereotypes

Oversimplified and generalized beliefs about a group of people that often ignore individual differences and complexities.

Bias

A predisposition or preconceived notion that influences a person's perspective, behavior, or judgment, often in an unfair or negative way.