Your New Online Customer Relationship Management (CRM)system Has Been in Place

question 53

Multiple Choice

Your new online customer relationship management (CRM) system has been in place for 3 months.You want to get feedback on how it has been received by customers.What might be the best approach?

• A)Select three customers at random and call them for their feedback
• B)Develop an online survey and e-mail a link to the survey to all customers that have used the system
• C)Develop an online survey and e-mail a link to a random group of five customers that have used the system
• D)Arrange to be with three customers when they use the system to observe how they use it
• E)Interview three help desk staff people as to complaints and feedback they have gotten from users.

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Definitions:

Emics

The locally relevant components of an idea; in cross-cultural psychology, aspects of a phenomenon that are specific to a particular culture.

Etics

The universal components of an idea; in cross-cultural psychology, aspects of a phenomenon that all cultures have in common.

Individualisms

Individualism is a social theory favoring freedom of action for individuals over collective or state control.

Experience-Near Constructs

Psychological concepts or constructs that individuals can directly relate to or experience in their day-to-day lives, making them more relevant and personal.