Borders Books uses technology to help them identify specific customers,establish interactive dialogues with them to learn about their needs,and combine this information with their purchase histories to customize products to meet those needs.Borders Books is using the ____ approach.
A) target market positioning
B) SWOT analysis
C) customer relationship management
D) total quality management
E) internal marketing

Question

Quizplus · Accepted Answer

Customer relationship management (CRM) is an approach that uses technology to establish interactive dialogues with customers, learn about their needs, and combine this information with their purchase histories to customize products or services to meet those needs. This approach allows companies to build stronger relationships with their customers and improve customer satisfaction and loyalty. Borders Books' use of technology to identify specific customers and customize products to meet their needs is an example of CRM.

Borders Books Uses Technology to Help Them Identify Specific Customers,establish