单项选择题

案例分析题

Customer Relationship Management
In today’s fast-moving market, it is a simple fact that products are constantly being replaced by something new. For companies large and small, the most important real(21)with measurable, long-term value is loyal, one-to-one customer relationships. However, despite their importance, they do not(22)On any company’s balance sheet. If a company lost 10% of its inventory to theft, it would react swiftly, but if the company loses 10% of its customers, this may not be (23)
In this age of product (24) in which the market fails to perceive any profound difference between products or companies, effective management of customer relationships is critical in achieving a competitive (25)
Delivering quality service and achieving high customer satisfaction have been closely (26) to profits, and consequently the (27) all companies are trying to make is to provide more internal and external customer relationship focus. By (28) available information technology, leading companies have already shortened process and response times, increasing customer satisfaction.
But companies must make a profit to survive, so telling a chief executive to focus more on customers, through the use of expensive information technology, may fall on deaf ears unless it can be demonstrated that such investments will be (29) In terms of revenue, market share and profits. Certain companies are responding to this new customer focus by completely (30) their traditional financial-only measurements of corporate performance, and seeking new ways of measuring customers’ perceptions and expectations.

30（）

点击查看答案&解析