Foster positive relationships with customers to enhance company image

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The values and ideals a business encourages among its employees is known as

Business decision making

Making business processes more effective and efficient is called

Continuous improvement

Instead of living in a service economy, we now live in a(n)______economy.

Corporate culture

In the past, customer relationship management was used mainly as a way to

Increase customer loyalty.

An advantage of customer relationship management is being able to identify your most______customers.

Information

In the modern business world, a growing number of interactions between businesses and customers are taking place

Online.

Aligning a business's objectives and activities with customer needs is called

Organizational structure

Many people make the mistake of thinking that customer relationship management refers solely to

People

For a growing number of products,________ is no longer a factor in customers' buying decisions.

Price

Which of the following is no longer a consideration in customers' buying decisions for many products:

Price

Customers tend to think of a business as a whole despite the number of_______ they experience

Relationship buying

What component of customer relationship management often "makes or breaks" a business's program?

Strategies

Today's customers tend to prefer________to shopping around.

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

Many people think that customer relationship management refers only to

Touch points

Customer experiences should be seamless no matter a business's

Valuable

When a business communicates customer-centric values and ideals to its employees on a consistent basis, it is developing its

corporate culture.

Which of the following is an example of a customer relationship management initiative:

A "frequent-shopper" program

Customer relationship management can help a business to identify it

Best-selling products

Customer relationship management is an important tool for use in

Business decision making

An important part of customer relationship management is allowing customers to provide their own

Customer-centric

Which of the following is a common customer relationship management practice:

Developing new products

Our economy has shifted from a service economy to a(n) __________ economy.

Experience

List at least five common CRM practices.

Keep it simple Make rules Focus on collaboration Rely on automation Train your work force well

Which of the following types of information does a company need customer input to obtain:

Suggestions for new products

List three examples of CRM initiatives.

Surveys Social internet Communication

Why is it important for businesses to allow customers to provide their own information?

They can use information to adjust and improve future actions

Customers tend to look at a business as a whole despite the number of __________ they experience.

Touch points

A main goal of customer experience management is creating

Word-of-mouth promotion.

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

business process management.

A business that is concerned with its customers' needs and wants is said to have a(n)_______ focus.

Business process management

Customer relationship management increases sales and profits by increasing

Customer loyalty

A business improves its technology so it can better meet customer wants and needs. This results from a business activity known as

amplified improvement.

Having clear customer relationship management goals before putting a program into place helps businesses to avoid

having unsatisfied customers.

A business's organizational structure can sometimes have a negative effect on customer relationship management because

the marketing department has the most power.

A main goal of customer experience management is to gain customer

Advocacy


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