All of the following are recommended for designing and implementing a successful CRM program EXCEPT:
A) Support from the firm's top executives
B) Expect employees to 'learn on the job' and adapt their way of working
C) Knowledge of the tools available to aid in CRM
D) Continuous awareness of customers' changing requirements

Question

Quizplus · Accepted Answer

Expecting employees to 'learn on the job' and adapt their way of working is not recommended for designing and implementing a successful CRM program. Training and development programs are necessary to ensure employees have the necessary skills to effectively use CRM tools and interact with customers.

All of the Following Are Recommended for Designing and Implementing