Which of the following statements concerning customer relationship management is false?
A)CRM is a customer-driven strategy.
B)CRM constitutes a specific use of technology.
C)Building long-term relationships with customers creates value for the organization.
D)It costs more to bring a customer back from a competitor than it does to keep him or her satisfied in the first place.
E)The basic concept behind CRM is to treat different customers differently.

Question

Quizplus · Accepted Answer

CRM is not limited to the use of technology, although technology can certainly play a role in its implementation. Customer relationship management is a broader strategic approach that involves all aspects of an organization's interactions with customers, including marketing, sales, and customer service.

Which of the Following Statements Concerning Customer Relationship Management Is