What Is the Fundamental Element of CRM Systems Used by the Bank

question 52

Multiple Choice

What is the fundamental element of CRM systems used by the Bank of Montreal and Rogers as discussed in the text?

• A) a reliance on marketing research to more precisely segment their target markets
• B) a focus on one-to-one customer communication
• C) a focus on capturing information on current and prospective customers
• D) providing means for customers to communicate with the company

---

Definitions:

Organization Principles

Fundamental guidelines or rules that dictate how an organization is structured and operates to achieve efficiency and goal attainment.

Quality

The extent to which a service or product satisfies or goes beyond what customers hope for.

Market Share

The portion of a market controlled by a particular company or product, often expressed as a percentage.

Marketing Mix

A set of actions, or tactics, that a company uses to promote its brand or product in the market, traditionally defined as the 4Ps: Product, Price, Place, and Promotion.