Which of the following statements about CRM programs is true?
A) The success of a CRM program relies on its use of mass communication channels.
B) CRM programs include information gathered from each customer touchpoint.
C) Internet technology is a barrier to the successful implementation of CRM programs.
D) To succeed, all companies should engage in CRM every time they interact with a customer.
E) Only consumer marketers can benefit from the use of CRM programs.

Question

Quizplus · Accepted Answer

CRM programs gather data from multiple touchpoints with a customer, including sales, marketing, and customer service interactions. This data can be used to improve customer interactions and ultimately increase customer loyalty and profitability. The success of the program does not rely solely on mass communication channels, and internet technology is actually a facilitator in implementing and utilizing CRM programs. While not all companies may need to engage in CRM for every customer interaction, it can still be a valuable tool for improving relationships with customers. Both consumer and business-to-business marketers can benefit from CRM programs.

Which of the Following Statements About CRM Programs Is True