There Have Been Many CRM Failures Reported in the Media

question 34

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)Failure to identify and focus on specific business problems that the CRM can solve.
• C)Lack of active senior management sponsorship.
• D)Trying to automate a poorly defined business process in the CRM implementation.

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Definitions:

Associated Response

A reaction that is commonly linked or connected to a specific trigger or set of conditions.

Secondary Reward

A reward that does not satisfy a biological need but is desirable due to its association with primary rewards or intrinsic satisfaction.

Tolman

A psychologist known for his work in cognitive behaviorism, particularly the concept of latent learning and the use of cognitive maps.

Goal Object

The target or object of a person's ambition or effort; an aim or desired result.