CRM Can Allow Organizations to Identify Which Customers Have Stopped

question 31

Multiple Choice

CRM can allow organizations to identify which customers have stopped purchasing products or services from the organization so that the organization can target those former customers for future promotions and/or perhaps to investigate why they stopped purchasing in the first place.The CRM attribute is called:

• A)​Customer profitability determination
• B)​Customer-base retention initiative
• C)​Customer defection analysis
• D)​Customer clickstream analysis

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Definitions:

Service Business

A type of business that provides intangible products or services to customers rather than physical goods.

Materials Costs

The costs associated with the raw materials used in the production of goods or services.

Factory Overhead

Indirect manufacturing costs that cannot be directly attributed to specific products, including costs associated with maintaining and operating the production facilities.

Materials Requisitions

Documents or electronic requests used in manufacturing to authorize the release of materials from inventory for production.