According to the book, what is the best explanation for companies that are reacting to customer wants to be left behind in terms of the quality they provide? The companies did not install a customer-relationship management (CRM) system. Customer needs are dynamic and require appropriate customer feedback mechanisms The company customer-relationship management (CRM) system does not appropriately resolve customer complaints. Using a CRM would ensure the company changed faster than the customer quality requirements changed According to the text, the aspect of process design referred to as customer-relationship management (CRM) is focused on: Complaint resolution the customer as a valued asset to be managed The tangibles in the process such as the facilities and machinery Gathering data about the customer in a database