CRM Programs Directed Toward Customers in the High-Value Segment

question 10

Multiple Choice

CRM programs directed toward customers in the high-value segment:

• A) offer more discounts.
• B) are focused on maintaining loyalty.
• C) give more importance for frequent-shopper programs.
• D) attempt to discourage 20 percent of shoppers.
• E) provide online shopping options without processing charges.

Distinguish between accurate and inaccurate perceptions of organizational development.

Comprehend the goals of organizational development and their outcomes on individuals and groups.

Understand the concept of planned change and strategies to manage resistance.

Appreciate the importance and techniques for continuous personal and professional development.

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Definitions:

Priming

A technique in psychology used to train people's memory both in positive and negative ways, affecting later thoughts and actions without their awareness.

Closure

The psychological process of seeking resolution or conclusion to an ambiguous, incomplete, or unresolved issue.

Similarity

The state of being alike or sharing common features, often leading to attraction or cohesion in social relationships.

Self-Serving Bias

A common tendency to attribute one's successes to personal characteristics and failures to external factors.