Question: 6. A large public utility understands that customer relationship ( CRM )will be important in the future. It has committed to implementing the philosophy and

6. A large public utility understands that customer relationship ( CRM )will be important in the future. It has committed to implementing the philosophy and supporting processes and information technology applications based on this future need. The factor most likely to inhibit success of the implementation is that the company

a. is addressing the philosophy and applications concurrently

b.will have to gather data about a large number of customers

c.will have to develop custom applications for its business

d.does not have documented objectives for the effort

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