A Company's First Step in Customer Relationship Management Should Be

question 94

Multiple Choice

A company's first step in customer relationship management should be to ________.

• A)rank its customers in terms of sales volume
• B)identify customers that cost the company money
• C)identify types of transactions and determine which will be abandoned
• D)identify customers and get to know them in as much detail as possible
• E)determine which aspect of the product will be customized to meet the individual needs of its customers

---

Definitions:

Strong Situations

Situations where cues for socially expected or appropriate behavior are very clear, reducing individual differences in responses.

Sociometer Theory

Sociometer theory is a psychological mechanism proposed to measure an individual's level of social acceptance or rejection, impacting self-esteem.

Reflected Appraisal

A process by which individuals form perceptions of themselves based on how they believe others view them.

Self-esteem

Refers to a person’s overall sense of self-worth or personal value.