Customer relationship management (CRM) helps firms gain competitive advantage by all of the following EXCEPT:
A) by providing real-time transaction processing.
B) by segmenting markets based on demographic and behavioral characteristics
C) by tracking sales trends and advertising effectiveness.
D) by identifying which customers should be the focus of targeted marketing initiatives.

Question

Quizplus · Accepted Answer

Providing real-time transaction processing is not directly related to gaining competitive advantage through CRM. While it may be a useful feature of CRM, it is not what sets a firm apart from its competitors. Segmentation, tracking sales trends and advertising effectiveness, and identifying targeted marketing initiatives are all aspects of CRM that can give a firm a competitive advantage.

Customer Relationship Management (CRM) Helps Firms Gain Competitive Advantage by All