The Reasons Many CRM Programs Failed Include All of the Following,except

question 14

Multiple Choice

The reasons many CRM programs failed include all of the following,except:

• A) programs were implemented before a solid customer strategy was created
• B) companies failed to conduct lifetime value and RFM analysis prior to implementing the CRM program
• C) they were technology driven instead of customer driven
• D) customers felt "stalked" rather than "wooed"

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Definitions:

Gross Margin

The difference between revenue and cost of goods sold, which shows the profitability of a company's core activities.

Return On Total Assets

A financial ratio that measures a company's profitability relative to its total assets.

Return On Equity

A profitability measure that calculates the amount of net income returned as a percentage of shareholders' equity.

Earnings Per Share

A measure of a company's profitability that calculates the portion of a company’s profit allocated to each outstanding share of common stock.