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

A) The success of a CRM program relies on its use of mass communication channels.
B) CRM programs include information gathered from each customer touchpoint.
C) Internet technology is a barrier to the successful implementation of CRM programs.
D) To succeed, all companies should engage in CRM every time they interact with a customer.
E) Only consumer marketers can benefit from the use of CRM programs.

B