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

---

Definitions:

Joint Attention

Refers to the shared focus of two individuals on an object, enabling them to gain and use information cooperatively.

Pointing

The act of directing a finger or an object towards something to attract attention or indicate position or direction.

Canis Lupus Familiaris

The scientific name for the domestic dog, highlighting its taxonomy within the species Canis lupus.

Wolf

A carnivorous mammal from the Canidae family, native to the wilderness and remote areas of Eurasia and North America, known for its complex social structures and pack behavior.