Foster positive relationships with customers to enhance company image
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
