Exam 5: Customer Relationships and Customer Service

The textbook notes that _________ has been able to successfully segment customers by gender.

An external customer service audit would most likely identify which of the following?

A firm's mission statement may include language regarding customer service.

Creating a company presence on Facebook, Twitter, Instagram, etc., is most likely to be considered what type of customer relationship program initiative?

Describe customer service failures. What are they, and what are the potential impacts of customer service failure? Describe an incident during which customer service has failed you. How did you respond?

A small customer service project that is used to test a potential initiative is referred to as a?

CRM implementation failure can be attributable to all of the following except?

Customer relationship initiatives will?

Order cycle time is what type of customer service performance measure?

CRM systems can be viewed as substitutes for customer relationship initiatives.

Describe why customer service is important. Provide an example of a company that you are familiar with (or can find via Internet search) that differentiates itself from its competitors based on its excellent customer service.

A new coffee shop has set up a punch-card system where customers that receive 10 punches (one for each purchase in the shop) will then receive a free drink of their choice. This system is what type of customer relationship program initiative?

Customer service performance should be measured how often?

When customer service activities are neglected, this is referred to as a __________.

Customer A generates $12,500 (on average) of annual sales for a supplier with a profit margin of 15%. Customer B generates $18,750 (on average) of annual sales for the supplier with a profit margin of 10%. Assume a 7% discount rate and that each customer has an expected lifetime of 5 years. Which customer has a greater customer lifetime value?

"Managing the relationships among people within an organization and between customers and the company's customer service representatives in order to improve the bottom line" is the definition of which concept?

An audit that allows the organization to review its current customer service measures, policies, and practices is referred to as?

A bank allowing customers to access bank account information via automated systems is an example of?

Which of the following is not a pre-transaction measure of customer service performance?

Which customer service performance measures might a doctor's office choose to use? Describe their use.