There Have Been Many CRM Failures Reported in the Media

question 52

Multiple Choice

There have been many CRM failures reported in the media.Major issues relating to CRM failures include each of the following except _________.

• A)customers rejecting loyalty programs or attempts to build loyalty.
• B)underestimating users' resistance to change.
• C)making mobile CRM strategy an afterthought.
• D)putting the IT department in charge of the CRM project instead of business users.

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Definitions:

Victims

Individuals who experience harm, injury, or loss as a result of a crime, accident, or other event or action.

Self-esteem

An individual's perception of their own self-worth or value.

Pursuing Self-esteem

The process of seeking to increase one's sense of self-worth or value.

Harmful Consequences

Negative outcomes or damages that result from actions, decisions, or behaviors that are detrimental to the health, wellbeing, or environment.