BM 3.01-3.04

Front

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

Back

technology.

Front

Which of the following is an example of a customer relationship management initiative: A “frequent-shopper” program, New accounting software, Expansion of the product-development budget, A new bonus system for the sales staff

Back

A “frequent-shopper” program

Front

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

Back

track customer information.

Front

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

Back

touch points

Front

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

Back

online.

Front

Which of the following is no longer a consideration in customers’ buying decisions for many products: Store location, Price, Quality, Customer service

Back

Price

Front

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

Back

experience

Front

A main goal of customer experience management is creating

Back

word-of-mouth promotion.

Front

The main difference between customer relationship management and customer experience management is that CRM focuses on

Back

the business itself.

Front

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

Back

purchasing irrelevant technology.