5. The basic question to be asked in maximizing the success of a CRM strategy is:

a How will this increase productivity?

b What is the maximum ROI in implementing this process?

c Do my customers want this?

d How best will this satisfy both buyer and seller expectations?

e Who is most qualified to lead the change?

In 1996 the Dallas Morning News discovered their telemarketing program was hurting them because:

a The telemarketing team was calling people who were already subscribers

b Management over-spent on the telemarketing budget

c Customers did not like this approach

d Telemarketers were not properly trained.

Qualifying leads by company divisions is a function of

a B2C marketing

b B2B Marketing

c B2C and B2B Marketing

d BANT

e Georgraphic demography