Customer Management - One

What helps an organisation to build trust and loyalty with its customers?

• a. A high volume of customers.
• b. The quantity of products or services offered.
• c. The ability to engage specific customers or segments in a way that optimises their satisfaction and develops a relationship of trust and loyalty.
• d. A deep understanding of the market trends.

Which of the following best describes the concept of customer management?

• a. It's solely about managing relationships with customers.
• b. It involves aligning relationships with customers, the organisation, and its people according to its business strategy and model.
• c. It's about managing the organisation's business model and strategy.
• d. It's about managing the people within an organisation.

What is a key requirement for a bank that chooses a customer-centric business model?

• a. It should focus solely on the needs of its people
• b. It should focus only on the needs of its customers
• c. It should align its marketing strategy with its business model
• d. It should align the management of relationships between the bank, its people, and customers with its chosen strategy and business model.

What is the role of proposition managers in a bank?

• a. They manage the bank's financial portfolio
• b. They own and manage the bank's infrastructure
• c. They develop and manage the bank's propositions to realise customer's dreams, solve their problems, or help them get a job done
• d. They work solely on the growth of the bank's employees

What could be a possible consequence if a proposition manager fails to empathise with their customer portfolio?

• a. The manager might develop a proposition that customers don't want to buy and use, resulting in losing customers and their value
• b. The bank might expand its customer base
• c. The manager might enhance the bank's product portfolio
• d. The bank might receive more investment

What does the job of a proposition manager in a bank include?

• a. Managing the bank's financial portfolio
• b. Organising and controlling the bank's infrastructure
• c. Developing and managing the bank's propositions to meet customer's needs, which include the products and services they need and how these are delivered and managed by the customer
• d. Exclusively focusing on employee growth within the bank

How does customer management affect an organisation?

• a. It determines the company's ability to hire valuable employees.
• b. It defines the company's ability to gain, grow, and keep valuable customers.
• c. It influences only the growth rate of the company.
• d. It has no effect on the company's customer base.

What is a crucial behaviour required of a proposition manager in a bank?

• a. Ability to manage the bank's financial assets
• b. Expertise in product development
• c. Ability to empathise with their portfolio of customers, understanding their attitudes, behaviours, and needs
• d. Proficiency in conducting market research

To whom does the role of a Customer Insight Manager belong in a banking environment?

• a. A member of the bank's CEO's team
• b. A member of the Proposition Manager's team
• c. A member of the customer service team
• d. A member of the marketing team

What is the main responsibility of a Customer Insight Manager?

• a. They are solely responsible for the bank's revenue growth
• b. They directly handle all the complaints of the customers
• c. They manage the customer service team
• d. They create valuable customer insight and hypotheses by working with the market research team, other departments, and the technically skilled customer analytics team