Business Management 3.01 & 3.02

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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:


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