CRM Revision

What is the main focus of Strategic CRM?

• Implementing loyalty schemes

• Transforming customer data into actionable insights

• Automation of customer-facing processes

• Winning and keeping profitable customers

Which gap in service quality occurs when the company's service delivery systems fail to meet the specified standard?

• Gap 1

• Gap 2

• Gap 4

• Gap 3

What is the purpose of Social-CRM software?

• To integrate social media accounts and automate interactions

• To manage customer relationships

• To automate sales processes

• To analyze customer data

What is the Net Promotor Score used to measure?

• Customer recommendations

• Customer effort

• Customer satisfaction

• Customer loyalty

Which dimension of SERVQUAL focuses on the appearance of physical facilities and equipment?

• Reliability

• Tangibles

• Assurance

• Empathy

What is the purpose of the Value Enhancement Scores?

• Develop customer values

• Gain competitors' information

• Track consumer sentiment in social media

• Measure customer behavioral loyalty

Which step in the Strategy Development Process involves creating and delivering value to the customer segment?

• Step 3

• Step 2

• Step 4

• Step 1

What does the Customer Effort Score indicate?

• Customer loyalty

• Customer effort

• Customer satisfaction

• Customer recommendations

What is the main focus of Gap 2 in service quality?

• Customer expectations vs. management perception

• Designing service quality specifications

• Communications with customers

• Service delivery system failure

Which type of bond involves each party understanding the other's processes and structures?

• Knowledge-based bonds

• Equity bonds

• Financial bonds

• Values-based bonds