17) CRM tools allow companies such as Credit Suisse, AT&T, Hewlett-Packard and others to determine: A) warranty of products sold to consumers. B) the use of laptop computers by customers. C) the use of credit cards for payment. D) amount paid by consumers in different countries. E) which customers are most valuable. 18) 18) Which of the following environmental factors may require marketers to adjust their approach to conducting international as opposed to domestic marketing research? A) Research may help reduce psychological overload. B) Company personnel must come to grips with a new set of culture-based assumptions about conducting business. C) Researchers may have to broaden the definition of competitors to include competitive pressures not present in the domestic market. D) Researchers must be prepared for new parameters of doing business. E) All of the above 19)_ 19) 19) The first step in formulating and conducting research is to: A) collect information. B) define the problem. C) select unit of analysis. D) design research. E) examine data availability. 20) - 20) Which of the following is not true of secondary data about global markets? A) It can be accessed quickly. B) It was not gathered specifically for the research project at hand. C) It is often so expensive that small companies can't afford to use it. D) It cannot be retrieved online. E) A great deal is available from government agencies. 13) 13) OPEC can be considered as a "cartel" which is a group of separate companies that collectively: A) sets prices, controls output, or takes other actions to maximize profits. B) dictates how other countries should use their products. C) works on forming a union against management of other companies. D) produces more products in order to beat the competition. E) conducts activities that are considered illegal in the United States