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.
A
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Which one of the following principles is true of verbal communication?
A) Use jargon to impress a listener. B) Everyone speaks a dialect. C) Words mean the same thing to all people. D) Some languages are better than others.
Name and define the four panes in the Johari window.
What will be an ideal response?
Which of the following is designed to help a firm almost entirely reduce product and service defects?
A) ISO 14000 B) ISO 19000 C) Six Sigma D) TQM E) PLC
First movers in an industry often capture above-average profits but usually find it difficult to maintain early market share gains.
Answer the following statement true (T) or false (F)