Firms gain and maintain competitive advantage by

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Reference no: EM131693800

1. Customer relationship management helps firms gain and maintain competitive advantage by:

A. integrating markets irrespective of demography or behavioral characteristics.

B. streamlining processes around traditional functions rather than customers.

C. continuing to make products that better meet customers’ needs and provide increased value.

D. forecasting customer retention and defection rates.

2. The is the difference in the percentage of promoters and detractors.

A. collaboration spectrum

B. net promoter score

C. imprint scale

D. core competency score

Reference no: EM131693800

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