Over time the customer relationship with vendors has

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21) Over time, the customer relationship with vendors has become more impersonal for all of the following reasons except: a) people move from farms to cities b) consumers became mobile c) supermarkets and department stores proliferated d) customer relationship management systems were developed e) the Internet grew rapidly Answer: d Difficulty: Hard 22) Which of the following best describes CRM? 23) Which of the following is an important enabler of CRM? 24) Which of the following is not a customer touch point?
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25) The complete data on a customer is called: a) a profile b) a record c) a 360-degree view d) a file e) a consolidated customer map Answer: c Difficulty: Easy 26) Which of the following is the most important enabler of the 360-degree view of the customer across an organization? 27) _____ systems provide interactive communication with the customer throughout the organization. 28) Which of the following statements concerning customer relationship management is false?
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  • Fall '14
  • Customer relationship management, Difficulty, Analytical CRM, Operational CRM, Collaborative CRM

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