Which of the following is true of customer relationship management (CRM) systems?
a. CRM strategies are limited to the customer service areas of a business.
b. CRM often results in a decrease in an organization's shareholder value.
c. Companies that adopt CRM systems almost always tend to be sales-oriented.
d. Customer-company interactions are used to customize the product offerings.
Answer: d. Customer-company interactions are used to customize the product offerings.