The Use of Customer Relationship Management (CRM) Is Limited to Large

question 30

True/False

The use of customer relationship management (CRM) is limited to large organizations with vast financial resources.

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Definitions:

Resistance Change

Opposition or pushback by individuals or groups within an organization against changes that are perceived as harmful or unnecessary.

Coercion

The act of compelling someone to act in a certain way by force or threat.

Force Field Analysis

A decision-making technique that analyzes the forces for and against a change to identify if the change is viable.

Unfreezing

A stage in the change process where existing behaviors or attitudes are questioned, making individuals or organizations ready for change.