Often in value stream mapping, analysts must rely on process information from shop floor workers rather than direct observation in an effort to quickly develop a work plan and accelerate implementing the improved process

Which of the following is true about customer relationship management (CRM)?

A) Data mining has limited applicability in CRM activities. B) Sophisticated analytical tools are sparingly used in CRM activities. C) CRM reduces the number of customer touch points. D) CRM aims to maximize customer loyalty. E) CRM enables firms to compare various product and service categories.

When intermittent rewards are used in positive reinforcement, the

A) desired behavior fades quickly. B) desired behavior is sustained longer. C) undesired behavior fades quickly. D) undesired behavior is sustained longer.