Kristopher Works for the Marketing Department of a Large Firm

Multiple Choice

Kristopher works for the marketing department of a large firm. His job involves using information provided by the company's CRM system to write email and text messages to customers that appeal to their specific needs and characteristics. Kristopher is involved in the ________ step of customer relationship management.

A) customer identification
B) customer authorization
C) customer differentiation
D) customer loyalty
E) customization