There Have Been Many CRM Failures Reported in the Media

Multiple Choice

There have been many CRM failures reported in the media.Major issues relating to CRM failures include each of the following except _________.

A) customers rejecting loyalty programs or attempts to build loyalty.
B) underestimating users' resistance to change.
C) making mobile CRM strategy an afterthought.
D) putting the IT department in charge of the CRM project instead of business users.