Which of the Following Statements Concerning Customer Relationship Management Is

question 54

Multiple Choice

Which of the following statements concerning customer relationship management is false?

• A)CRM is a customer-driven strategy.
• B)CRM constitutes a specific use of technology.
• C)Building long-term relationships with customers creates value for the organization.
• D)It costs more to bring a customer back from a competitor than it does to keep him or her satisfied in the first place.
• E)The basic concept behind CRM is to treat different customers differently.

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Definitions:

Culture

The shared values, beliefs, norms, and practices of a group of people that shape their behavior and perception of the world.

Responsible Drinking

encompasses practices and guidelines that promote moderation and consciousness in alcohol consumption to avoid negative effects on health and society.

Social Responsibility

The idea that organizations are part of a larger society and are accountable to that society for their actions.

Societal Culture and Norms

The shared values, practices, and beliefs that characterize a society or social group.