Based on research cited in the textbook, 31 percent of software projects were canceled before completion and cost an average of 189 percent of their original estimates in more than half the projects

In corresponding with customers, making statements such as, "Thank you for purchasing the most durable notebook computer you can buy" is

A) to be avoided in routine positive messages. B) a good way to build customer relationships. C) an important part of all negative responses to claim letters. D) insulting and self-serving, unless you include a check or a free product. E) most effective in an indirect message.

How can an organization create a personal response in their social media posts?

A) React immediately to the post B) Quote corporate policy when announcing decisions C) Have the user contact you via phone or email D) Use a friendly tone and show empathy E) Respond with interesting information on the topic