CRM Can Allow Organizations to Identify Which Customers Have Stopped

question 31

Multiple Choice

CRM can allow organizations to identify which customers have stopped purchasing products or services from the organization so that the organization can target those former customers for future promotions and/or perhaps to investigate why they stopped purchasing in the first place.The CRM attribute is called:

• A)​Customer profitability determination
• B)​Customer-base retention initiative
• C)​Customer defection analysis
• D)​Customer clickstream analysis

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Definitions:

Balance Sheet Approach

A method of evaluating or preparing financial statements focusing on the balances of assets, liabilities, and equity at a specific point in time.

Estimating Bad Debts

The process of forecasting the amount of credit sales that are not expected to be collected, to account for potential losses.

Allowance Method

A method of accounting for bad debts that involves estimating and setting aside an allowance for doubtful accounts.

Uncollectible Account

An account receivable that is considered to be uncollectible and is therefore written off as a loss.