Customer Relationship Management Refers to

question 221

Multiple Choice

Customer Relationship Management refers to

• A)the creation of personal relationships with customers through one-on-one personal encounters after each sale is concluded in order to maintain customer loyalty.
• B)the process of identifying prospective buyers, understanding them intimately, and developing favorable long-term perceptions of the organization and its offerings so that buyers will choose them in the marketplace primary encounters.
• C)a management system of sending product information and literature only to those customers who have previously responded by making purchases.
• D)the division or department within a firm responsible for handling customer complaints in terms of product performance or customer service.
• E)a group of selected customers invited to serve on a special board which handles disputes between other customers and the firm, in order to provide a more balanced judgment.

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Definitions:

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A graphical control element, often part of a scrollbar, that can be dragged to navigate quickly through long areas of content.