Which of these statements is true about customer relationship management?
a. It involves linking all processes of the company from its customers through its suppliers.
b. It tries to convince potential customers to buy, even if the seller knows that the customer and product are mismatched.
c. It is used more by sales-oriented firms than market-oriented firms.
d. It is most extensively used by production-oriented firms.
ANSWER: a
Customer relationship management is accomplished by organizing the company around customer segments, establishing and tracking customer interactions with the company, fostering customer-satisfying behaviors, and linking all processes of the company from its customers through its suppliers.
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