Know When To Hold 'Em Post Test Marketing
Which of the following is not an example of a customer relationship management initiative?
A new bonus system for the sales staff
A business's organizational structure can sometimes have a negative effect on customer relationship management because
Different departments have different methods
A business improves its technology so it can better meet customer wants and needs. This results from a business activity known as
Business process management
Our economy has shifted from a service economy to a(n) _________ economy.
Experience
What component of customer relationship management often "makes or breaks" a business's program?
People
When a business communicates customer-centric values and ideals to its employees on a consistent basis, it is developing its
Corporate culture
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
Continuous improvement
Customers tend to look at a business as a whole despite the number of _________ they experience.
Touch points
In the past, customer relationship management was used mainly as a way to
Track customer information
Customer relationship management increases sales and profits by increasing
Customer loyalty
Customer relationship management can help a business to identify its
Most valuable customers
Which of the following types of information does a company need customer input to obtain?
Suggestions for new products
A main goal of customer experience management is creating
Word-of-mouth promotion
In the modern business world, a growing number of interactions between businesses and customers are taking place
On the internet
Which of the following is no longer a consideration in customers' buying decisions for many products:
Price
Having clear customer relationship management goals before putting a program into place helps businesses to avoid
Purchasing irrelevant technology
Many people make the mistake of thinking that customer relationship management refers solely to
Technology
The main difference between customer relationship management and customer experience management is that CRM focuses on
The business itself
Which of the following is a benefit of customer relationship management:
The opportunity to create targeted marketing campaigns
Which of the following is a common customer relationship management practice:
Training employees