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