Business Management 3.01 & 3.02
most valuable customers.
Customer relationship management can help a business to identify its
customer loyalty.
Customer relationship management increases sales and profits by increasing
Online
In the modern business world, a growing number of interactions between businesses and customers are taking place
experience
Our economy has shifted from a service economy to a(n) __________ economy.
business process management
A business improves its technology so it can better meet customer wants and needs. This results from a business activity known as
Technology
Many people make the mistake of thinking that customer relationship management refers solely to
the business itself
The main difference between customer relationship management and customer experience management is that CRM focuses on
People
What component of customer relationship management often "makes or breaks" a business's program?
corporate culture.
When a business communicates customer-centric values and ideals to its employees on a consistent basis, it is developing its
continuous improvement
When a business evaluates its business processes to make them more efficient and effective, it can improve its relationships with customers. This process is called
Touch points
Customers tend to look at a business as a whole despite the number of __________ they experience.
purchasing irrelevant technology.
Having clear customer relationship management goals before putting a program into place helps businesses to avoid
Track customer information.
In the past, customer relationship management was used mainly as a way to
different departments have different methods.
A business's organizational structure can sometimes have a negative effect on customer relationship management because
word-of-mouth promotion.
A main goal of customer experience management is creating
The opportunity to create targeted marketing campaigns
Which of the following is a benefit of customer relationship management:
Training employees
Which of the following is a common customer relationship management practice:
A "frequent-shopper" program
Which of the following is an example of a customer relationship management initiative:
Price
Which of the following is no longer a consideration in customers' buying decisions for many products
Suggestions for new products
Which of the following types of information does a company need customer input to obtain:
