Which of the Following Statements About CRM Programs Is True

question 105

Multiple Choice

Which of the following statements about CRM programs is true?

• A) The success of a CRM program relies on its use of mass communication channels.
• B) CRM programs include information gathered from each customer touchpoint.
• C) Internet technology is a barrier to the successful implementation of CRM programs.
• D) To succeed, all companies should engage in CRM every time they interact with a customer.
• E) Only consumer marketers can benefit from the use of CRM programs.

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Definitions:

Performance

The act of carrying out or accomplishing an action, task, or function.

Punishment Consistent

The reliable and systematic application of a negative consequence following an undesired behavior in order to decrease its occurrence.

More Severe

Describing a condition or situation that is of greater intensity, seriousness, or urgency than previously noted or compared to others.

Observational Learning

A form of learning that occurs through observing the behavior of others and the consequences of that behavior.