A multifaceted process focusing on creating two-way exchanges with customers to foster intimate knowledge of their needs, wants, and buying patterns is called
A) Customer relationship management.
B) Total quality management.
C) Human resources management.
D) Customer exchange.
E) Customer intimacy.

Question

Quizplus · Accepted Answer

Customer relationship management (CRM) is a multifaceted process, typically mediated by a set of information technologies, that focuses on creating two-way exchanges with customers so that firms have an intimate knowledge of their needs, wants, and buying patterns. At companies that use CRM effectively, it helps them understand, as well as anticipate, the needs of current and potential customers.

A Multifaceted Process Focusing on Creating Two-Way Exchanges with Customers