According to Kilborn 2003,up to 80% of Companies Have Failed

Multiple Choice

According to Kilborn 2003,up to 80% of companies have failed to make investments in Customer Relations Management work because

A) customer service is no longer confined to customers buying in a shop
B) call centres and the Internet provide a 24-hour-a-day,seven-days-a-week service
C) the focus is on optimising customer experience
D) customers expect 'corner shop' service no matter what channel and when