According to Kilborn 2003,up to 80% of companies have failed to make investments in Customer Relations Management work because
A)customer service is no longer confined to customers buying in a shop
B)call centres and the Internet provide a 24-hour-a-day,seven-days-a-week service
C)the focus is on optimising customer experience
D)customers expect 'corner shop' service no matter what channel and when

Question

Quizplus · Accepted Answer

Kilborn states that many companies have failed to make investments in Customer Relations Management work because customers now expect 'corner shop' service no matter what channel and when. This implies that companies may not have adjusted their CRM strategies to meet the changing customer demands and expectations.

According to Kilborn 2003,up to 80% of Companies Have Failed