Kay and Jenny's, a restaurant, has implemented a new system that identifies and gathers information about its regular customers. It rewards the regular customers by giving them gift coupons and cash prizes

This is most likely an example of a(n) _____ system.
a. organizational optimization

b. profit maximization

c. total quality management (TQM)

d. customer relationship management (CRM)

ANSWER: d

This is most likely an example of a customer relationship management (CRM) system. Customer relationship management is the ultimate goal of a new trend in marketing that focuses on understanding customers as individuals instead of as part of a group.