You are annoyed by receiving identical marketing

You are annoyed by receiving identical marketing messages from an online shopping site you have used. If
the company wishes to maintain a good relationship with you, which of the following CRM components
needs to be addressed to improve customer satisfaction?
Question 8 options:
A) Privacy.
You are frustrated to find that the only way to contact the customer service department is to make a phone
call. The number listed would result in long distance charges to your phone bill. Which issue should be
addressed by the company to keep its CRM in line with your expectations?
Question 9 options:
C) Customers expect more.
If Company B reaches out with ads sent to customers of Company A, the CRM tool used here is __________.
Question 10 options:
C) acquisition of new customers.
(True/False). Whether the focus is acquisition, loyalty, retention, or service, a company's use of CRM results
in greater profits for the company.
Question 11 options:
B) False
You make an airline reservation using the airline's website. While at the site, you are encouraged to "Follow
us on..." Facebook, YouTube, or Twitter. You visit the airline's Facebook page and read notices and
comments. What is this an example of?
Question 12 options:
C) Using the company's own social networking site.

Is the following an example of social media viral marketing? Indicate your response by selecting yes or no.