________ is referred to as knowledge derived from recorded facts and figures.
A) Innovation
B) Information
C) Perception
D) Cognition
Question 2
How do web-based online self-service applications transform an organization's relationships with its customers?
A) They reduce customer-service facilities available to a customer, but increase the quality of available facilities.
B) They help educate customers on the business processes of the company.
C) They provide customers with elaborate decision support systems which help customers make choices without technical help.
D) They free customers from time-consuming and routine forms of direct contact.
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