Scenario E.The top management of EatWell,a snack food manufacturer,sits down for an annual meeting.The chairperson,Janelle,wants to create processes that will help the company interact with customers and gather knowledge of their wants,needs,and buying patterns.She also wants to improve internal quality management by using some ideas from Deming's "14 points" theory.The president of the company,Lee,wants to use an approach to management that helps to attain customer satisfaction through tools that deliver high-quality goods.The senior managers put forward the idea that the organization should adopt a method to analyze the causes of defects in products that need to be eliminated to improve customer satisfaction.
-When Janelle talks about creating processes that would help the company interact with customers and gather knowledge of their wants,needs,and buying patterns,she is referring to

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Janelle is referring to customer relationship management, which involves creating processes to interact with customers and gather information about their wants, needs, and buying patterns.