A Customer Relationship Management (CRM) System

question 46

Multiple Choice

A Customer Relationship Management (CRM) system:

• A) tracks detailed information about customers.
• B) deals with how the firm will be defined and sets general goals.
• C) provides information necessary for a consumer to make a buying decision.
• D) is a tool used to depict graphically the positioning of competing products.

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Definitions:

Stereotype Threat

Condition in which being made aware of a negative performance stereotype interferes with the performance of someone that considers himself or herself part of that group.

Self-fulfilling Prophecy

A belief or expectation that an individual holds, consciously or unconsciously, that manifests because the individual believes it to be true.

Social Comparison

The process of evaluating one's own abilities, achievements, and situation by comparing oneself to others.

Rodney King

An African American man whose 1991 beating by Los Angeles police officers was captured on video, sparking widespread riots after the officers were acquitted.