Exam 5: Customer Relationship Management

Customers usually do not articulate their expectations and hence a service provider finds it difficult to know what the expectations are,let alone know how to meet them.This demonstrates the fact that

Service supply chains often have more apparent opportunities for integration as compared to product supply chains.

It is often mentioned that quality in service operations is different than in manufacturing operations.Explain why and how this creates unique challenges for the management of service operations.

Encounters such as bank teller interactions involve service scripts that are loosely scripted.

Providing a coupon for a free meal to an unsatisfied customer on account of a delay in service is an example of

A service operation like a law firm usually exhibits lower economies of scale and efficiency as compared to a manufacturing operation.This is because the law firm's offerings and output are usually

In the context of Customer Relationship Management (CRM),the purpose of business is to attain mutually beneficial relationships only between the service providers and suppliers.

Customers at a fine dining restaurant often leave dissatisfied because in their opinion,the waiter took too long to present their bill.This demonstrates the fact that

A Customer Relationship Management System (CRMS)

________ is the science of using customer data to predict future consumption behavior.

The science of using customer data to predict future consumption behavior is known as

What role does a Customer Relationship Management System (CRMS)play in CRM? How do they deliver value?

ATM machines often require users to retrieve their ATM cards before they are given their cash withdrawals so as to prevent people from forgetting their cards.This is an example of using what tool to prevent service failures?

________ are detailed guides for employees to follow during a service encounter.

Service supply chains as compared to product supply chains are said to be bidirectional.This means that in service supply chains

Detailed guides for employees to follow during a service encounter are known as

Websites often require users to type their email address twice so as to avoid typographical errors.This is an example of using what tool to prevent service failures?

The extent to which a firm meets customer needs is known as ________.

When a firm moves forward in the supply chain to not only provide products but to also help customers with the use of products,it is known as ________.

A Customer Relationship Management System (CRMS)keeps track of customer requirements including past purchase history and preferences.