Customer Relationship Management Is an Ongoing Process

question 76

Multiple Choice

Customer relationship management is an ongoing process. When does it work best?

• A) when the company focuses primarily on being the low-cost seller in a competitive market
• B) when the company limits its efforts to a select few customers who are major purchasers
• C) when the company combines marketing communication with one-on-one personalization
• D) when the company uses mass production techniques and needs to have a guaranteed market for large quantities of its goods

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Definitions:

Diffusion of Responsibility

The process wherein a bystander does not take action (e.g., in an emergency situation) because there are other bystanders who share the responsibility for intervening.

Experiment

A research method used to investigate cause-and-effect relations between one variable (the independent variable) and another (the dependent variable). In an experiment, the investigator manipulates the independent variable, randomly assigns participants to various levels of that variable, and measures the dependent variable.

Physically Abusive

Describes behavior that involves physical harm or injury inflicted upon another person, often within the context of interpersonal relationships.

Abused Child

A minor who has been subjected to physical, sexual, or emotional maltreatment or neglect.