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

Question

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

Quizplus · Accepted Answer

Customer defection analysis is the process of identifying customers who are no longer purchasing from the organization and investigating why they stopped. This information can then be used to target those customers for future promotions or to improve customer retention strategies. Option A, customer profitability determination, refers to analyzing which customers are the most profitable for the organization. Option B, customer-base retention initiative, is a general term for any action taken to retain existing customers. Option D, customer clickstream analysis, refers to analyzing a customer's online behavior, such as clicks and purchases, to improve the customer experience.

CRM Can Allow Organizations to Identify Which Customers Have Stopped