ques1.A key element of customer

ques1.A key element of customer relationship management is to A keep the price of

A. keep the price of goods as low as possible.

B. develop a strategy to achieve the largest possible market share.

C. allow customers to participate in the management decisions of the firm.

D.learn as much as possible about customers.

ques2.A comparison of the marketing concept and customer relationship management indicates that customer relationship management:

A. and the marketing concept are in fact identical.

B. attempts to improve profits by keeping quality high, while the marketing concept attempts to improve profits by a careful design of the promotional mix.

C. turns the marketing concept upside down. The marketing concept emphasized that marketing was the most important function performed by a firm, but customer relationship management views management to be the most important function.

D.extends the marketing concept by calling for the firm to learn more about its customers so that it not only satisfies them, but exceeds their expectations over time.

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