A multifaceted process focusing on creating two-way exchanges with customers to foster intimate knowledge of their needs, wants, and buying patterns is called ________ management.
A) customer relationship
B) total quality
C) human resource
D) customer analytics
E) buyer-behavior
A) customer relationship
Explanation: Customer relationship management (CRM) is a multifaceted process, typically using information technologies, that fosters two-way exchanges with customers so that firms know "intimately" their needs, wants, and buying patterns. Firms acquire this knowledge by applying predictive analytical techniques to the voluminous data, or big data, collected from customers.
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