Customer relationship management is the
A) holistic process of identifying, attracting, differentiating, and retaining customers
B) estimated profitability of a customer over his or her entire relationship with the company
C) estimated profitability of a customer over his or her lifetime
D) holistic multichannel approach to marketing to customers when and where they want to make purchases

Question

Quizplus · Accepted Answer

Customer relationship management is defined as the holistic process of identifying, attracting, differentiating, and retaining customers. Its eight building blocks are vision, strategy, customer experience, organizational collaboration, CRM processes, CRM information, CRM technology, and CRM metrics.

Customer Relationship Management Is the