CRM systems allow organizations to identify which customers have stopped purchasing products or services, so that the organization can target those former customers for future promotions and/or perhaps to investigate why they stopped purchasing in the first place.This CRM attribute is called:
A) Customer profitability determination
B) Customer-base retention initiative
C) Customer defection analysis
D) Customer clickstream analysis

Question

Quizplus · Accepted Answer

Customer defection analysis is the attribute in CRM systems which allows organizations to identify customers who have stopped purchasing products or services. This analysis helps the organization to target those former customers for future promotions and investigate why they stopped purchasing in the first place. Customer profitability determination is related to identifying high-value customers, customer-base retention initiative is related to retaining existing customers, and customer clickstream analysis is related to tracking customer behavior on websites.

CRM Systems Allow Organizations to Identify Which Customers Have Stopped