Common Failures in CRM Implementation Include All of the Following

question 26

Multiple Choice

Common failures in CRM implementation include all of the following EXCEPT _____________.

• A)employee enthusiasm about CRM
• B)inadequate support from top management.
• C)inadequate understanding of customer lifetime value
• D)lack of coordination
• E)failure to reengineer business processes

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Definitions:

Perceived Behavioral Control

An individual's belief in their capability to exert control over their own behavior.

Transtheoretical Model

A theory of behavioral change that describes five stages individuals go through to change their behavior: precontemplation, contemplation, preparation, action, and maintenance.

Maintenance

The ongoing care or upkeep of systems, equipment, or property to ensure continued functioning and prevention of degradation or failure.

Precontemplation

The stage in which individuals are not yet considering a change in their behavior or are unaware of the need for change.