Which of the following statements is true of the interaction between customers and an organization?
a. Any touch point a customer has with the organization constitutes an interaction.
b. Interactions do not happen when customers do not meet face-to-face with salespeople.
c. With customer relationship management, the organization defines the terms of the interaction.
d. Data gathered at touch points do not provide information that affects touch points inside a company.
Answer: a. Any touch point a customer has with the organization constitutes an interaction.