Customer Service, The Customer's Journey Quiz

Which of the following is NOT true of CRM software?

CRM software can help develop methods to improve and replace employee effort.

Which scenario best demonstrates an earned touchpoint?

Carlo likes playing a new video game. Not only does Carlo tell all his friends about the new game and how the story and gameplay are exceptional, but he also writes a short blog post about all the things he finds great about the game.

Which of the following would NOT be considered a touchpoint?

Cassian just recently opened a new comic shop. Every night he writes and posts a blog about the recipe he made for dinner and rates it based on difficulty and taste.

Sidney is in the market to purchase a new power drill. Since he was younger, he has always shopped at The Home Supply. He always felt like he was treated like family at The Home Supply. However, he has a 50% off coupon for Trusty Dan's Hardware, so he purchases his new power drill at Trusty Dan's Hardware instead of The Home Supply. What is this scenario most closely an example of?

Churn

Jordan is analyzing customer statistics for her comic book subscription service. She notices a drop in customer subscriptions by around 4% each quarter, or every three months, in the last year. What is this 4% drop in subscriptions each quarter known as?

Churn rate

What is the ultimate goal of any customer relationship management (CRM) process?

Customer loyalty

What is the third stage for a company during the Customer Life Cycle?

Develop and nurture the relationship

Which of the following examples would be considered a digital touchpoint for a retail company?

Margo writes blogs about new items that the store will be selling soon and posts the blogs on the company's website.

Mitsui uses CRM software to help her communicate with customers via email and text notifications. Mitsui sends her customers information about upcoming sales, product recalls, and special events happening at the store. In which portion of the CRM process is Mitsui most closely involved?

NOT Technological CRM

Which of the following scenarios is NOT a good example if the customer service representative wanted to gain trust with the customer(s)?

Neil works at the customer service desk, and whenever he deals with an elderly customer, he always gives them more grace and attention than he does with his other customers. He does this because he wants to treat his elders with respect.