BM 3.01 Quiz #1

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

• experience

• manufacturing

A main goal of customer experience management is creating

• innovative technology

• word-of-mouth promotion

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

• the business itself

• customers

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

• purchasing irrelevant technology.

• having unsatisfied customers.

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

• Dates of store visits

• Suggestions for new products

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

• Training employees

• Creating a marketing budget

Customer relationship management can help a business to identify its

• financial strengths and weaknesses.

• most valuable customers.

Which of the following is a benefit of customer relationship management:

• The opportunity to create targeted marketing campaigns

• The ability to double the business’s profits

Customer relationship management increases sales and profits by increasing

• product quality

• customer loyalty

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

• The ability to reach a live operator in customer service

• New accounting software