Customer Relationship Management Refers to

Multiple Choice

Customer Relationship Management refers to

A) the creation of personal relationships with customers through one-on-one personal encounters after each sale is concluded in order to maintain customer loyalty.
B) the process of identifying prospective buyers, understanding them intimately, and developing favorable long-term perceptions of the organization and its offerings so that buyers will choose them in the marketplace primary encounters.
C) a management system of sending product information and literature only to those customers who have previously responded by making purchases.
D) the division or department within a firm responsible for handling customer complaints in terms of product performance or customer service.
E) a group of selected customers invited to serve on a special board which handles disputes between other customers and the firm, in order to provide a more balanced judgment.