Studies on CRM implementation have found that
A)contrary to popular belief, direction begins from the bottom-up.
B)those closest to the customer should design the system.
C)IT opinion leaders will make or break the system.
D)companies spend too much time on developing performance metric standards.
E)all of the above are false

Question

Quizplus · Accepted Answer

Studies on CRM (Customer Relationship Management) implementation have generally found that successful CRM strategies often involve top-down direction, where leadership plays a crucial role in setting the vision and strategy. The involvement of those closest to the customer and IT opinion leaders is important, but not in the exclusive ways options B and C suggest. Additionally, developing performance metrics is a critical part of CRM strategy, not an overemphasized aspect. Therefore, all of the statements A, B, C, and D do not accurately represent findings from CRM implementation studies, making E the correct choice.

Studies on CRM Implementation Have Found That