The C.S. Journey

Which is an example for Digital Touchpoints?

• Newsletter, Emails,

  Websites and landing pages

• Radio, TV, print, and outdoor advertisements

Which is an example for Physical Touchpoints?

• Search engine optimization, Paid Internet content

• Public relations, Word-of-mouth

What is Customer Lifecycle: Stage 1: What is the Customer's Pathway?

• Acquire

• Awareness

• Investigation and Consideration

What Does CRM stand for?

• Consumer Relations Model

• Critical Resolution Manager

• Customer Relationship Management

CRM Software can not replace?

• Human Effort

• Planes, Trains & Automobiles

• Satisfaction

T/F - CRM Software does not capture customer contact information?

• False

• True

T/F - The CRM type: Operational - web pages and automated voice response

• False

• True

The ongoing effort by an organization to meet customer needs and desires to build long-term relationships and keep them for life.

• Customer Retention

• Churn

• Customer Loyalty

The process of a customer switching between products or companies, often to get a better price, contract, rebate, or warranty.

• Customer Retention

• Customer Loyalty

• Churn

A term used to describe the tendency of customers to return to a product or organization regularly because of the service and satisfaction they receive.

• Custom Retention

• Customer Loyalty