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    Question

    Customer relationship management (CRM) is most closely

    related to the _____ era in the evolution of marketing.
    A production Correct Answer Incorrect Answer
    B customer experience management Correct Answer Incorrect Answer
    C sales Correct Answer Incorrect Answer
    D societal marketing Correct Answer Incorrect Answer

    Solution

    To be effective, CRM must include a customer experience management (CEM) strategy.

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