Kirksand airlines is well known for providing excellent customer service to its flyers. the staff members inquire about each flyer’s wants and needs, and listen carefully to their responses. if a flyer has any specific requests, the staff members ensure that they are immediately attended to. in this scenario, kirksand airlines illustrates has based its customer relationship management on the trend of a. technology b. personalization c. loyalty d. mass marketing

Juanita and sam attend a beach party and notice that the local beach appears to have a great deal more trash washed up on shore than it did when they were young. the water doesn't appear nearly as clear, and there seems to be less evidence of small water creatures living in the shallows. an afternoon at the local library convinces them that one major cause is the new factory nearby. after some discussion, they decide their next step should be identifying the cause of the changes identifying the problem picketing the guilty factory lobbying their elected representatives to complain about the problem talking to a local environmental group about solutions