Obj. 3.01

1. Many people make the mistake of thinking that customer relationship management refers

solely to

• technology

• processes

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

• Expansion of the product-development budget

• A new bonus system for the sales staff

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

• track customer information

• increase customer loyalty.

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

• complaints

• touch points

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

• over the phone.

• online.

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

• Store location

• Price

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

• experience

• manufacturing

A main goal of customer experience management is creating

• higher employee salaries.

• 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.