Initially, Customer Relationship Management (CRM) Was a Tool Used Only

question 11

True/False

Initially, customer relationship management (CRM) was a tool used only by the sales force to keep track of current and prospective customers.

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Definitions:

Reaction Formation

A defense mechanism that involves expressing an id impulse that is the opposite of the one that is truly driving the person.

Sublimation

A defense mechanism that involves altering or displacing id impulses by diverting instinctual energy into socially acceptable behaviors.

Case Study

A research methodology that involves the intensive analysis of an individual unit such as a person, group, or event to explore and understand broader principles.

Moral Anxiety

A feeling of discomfort or distress that arises from the conflict between one's actions or desires and one's moral standards.