Which is not a key process defining CRM?
A)strategy development
B)value creation
C)dissonance reduction
D)multichannel integration
E)performance assessment

Question

Quizplus · Accepted Answer

Dissonance reduction is not a key process defining CRM. The other four processes (strategy development, value creation, multichannel integration, and performance assessment) are essential components of CRM. Dissonance reduction refers to the process of reducing buyer's remorse or post-purchase dissonance, which is important for customer satisfaction but not a key process in defining CRM.

Which Is Not a Key Process Defining CRM