Question 1

The "action" or "experience" aspect of the IDIC model includes:

Accepted Answer

A)  differentiate and customize 
B)  identify and differentiate 
C)  interact and customize 
D)  identify, differentiate, interact, and customize 
A)  differentiate and customize 
B)  identify and differentiate 
C)  interact and customize 
D)  identify, differentiate, interact, and customize C

Question 2

One primary economic asset of an enterprise is:

Accepted Answer

A)  IDIC 
B)  customer information 
C)  social networks 
D)  interactive strategy 
A)  IDIC 
B)  customer information 
C)  social networks 
D)  interactive strategy B

Question 3

In Charles Green's trust equation, the element that outweighs all the others is:

Accepted Answer

A)  credibility 
B)  reliability 
C)  self-orientation 
D)  intimacy 
A)  credibility 
B)  reliability 
C)  self-orientation 
D)  intimacy C

Question 4

According to Stephen M. R. Covey, trust includes:

Accepted Answer

A)  communication and confidence 
B)  confidence and character 
C)  customization and confidence 
D)  character and competence 
A)  communication and confidence 
B)  confidence and character 
C)  customization and confidence 
D)  character and competence

Question 5

Describe the trust equation and each of its elements, as presented by Charles Green. What element has the greatest weight and why?

Accepted Answer

The trust equation, as presented by Char

Question 6

Which of the following is not a "trust myth" described by Charles Green?

Accepted Answer

A)  People like to be listened to. 
B)  More customized contact is better. 
C)  Trust takes time. 
D)  Intimate customer relationships require time and proximity. 
A)  People like to be listened to. 
B)  More customized contact is better. 
C)  Trust takes time. 
D)  Intimate customer relationships require time and proximity.

Question 7

The primary objective of the IDIC process is:

Accepted Answer

A)  building customer value through experiences and relationships 
B)  building a customer's trust 
C)  an economic transaction between the customer and the company 
D)  The IDIC process is the primary goal of an enterprise, not a means to a goal. 
A)  building customer value through experiences and relationships 
B)  building a customer's trust 
C)  an economic transaction between the customer and the company 
D)  The IDIC process is the primary goal of an enterprise, not a means to a goal.

Question 8

Which of the following conditions have not contributed to more companies seeking to become trusted agents for their customers?

Accepted Answer

A)  commoditization 
B)  a focus on customer needs, not products 
C)  personalization 
D)  increased transparency made possible by the Internet and other interactive technologies 
A)  commoditization 
B)  a focus on customer needs, not products 
C)  personalization 
D)  increased transparency made possible by the Internet and other interactive technologies

Question 9

____________ allows companies to treat different customers differently.

Accepted Answer

A)  the trust equation 
B)  the Age of Transparency 
C)  the feedback loop 
D)  self-orientation 
A)  the trust equation 
B)  the Age of Transparency 
C)  the feedback loop 
D)  self-orientation

Question 10

Which of the following would be a reliability enhancer?

Accepted Answer

A)  providing a highly informative, easy-to-navigate Web site 
B)  never asking a customer to input an ID number if he will be asked for it again later in the call 
C)  using customer information during a service call to speed up the service process, not to accuse the customer of making a mistake 
D)  referring a customer to a competitor's product if it clearly best meets the customer's needs 
E)  all of the above 
A)  providing a highly informative, easy-to-navigate Web site 
B)  never asking a customer to input an ID number if he will be asked for it again later in the call 
C)  using customer information during a service call to speed up the service process, not to accuse the customer of making a mistake 
D)  referring a customer to a competitor's product if it clearly best meets the customer's needs 
E)  all of the above

Question 11

List and define the elements of the IDIC implementation process as outlined by the authors. How does this process compare with "analytical CRM" and "operational CRM" as described in Chapter 1?

Accepted Answer

The IDIC implementation process, as outl

Question 12

Apply the three basic principles of twenty-first-century trustability to one of the following three kinds of companies:
a. financial services
b. cellular phone service
c. enterprise software

Accepted Answer

The three basic principles of twenty-fir

Question 13

Describe a scenario in which your company has lost the trust of a customer because of mishandling of sensitive customer information. As the CEO of the company, how would you address the problem? (Hint: Remember the key elements of an effective apology.)

Accepted Answer

Scenario: 
Our company, XYZ Inc., recent

Question 14

A trusted agent does all of the following except:

Accepted Answer

A)  always prioritizes customer's interest-even if it means referring a competitor's product-because such a transaction builds trust 
B)  improves the customer's ability to make choices that best manage his life or business 
C)  is confident that knowledge of customer's needs and preferences will be monetized at a higher value in the long term than a product-based model 
D)  understands that customer information is a primary economic asset and will use that information to ensure maximum profitability for the company 
A)  always prioritizes customer's interest-even if it means referring a competitor's product-because such a transaction builds trust 
B)  improves the customer's ability to make choices that best manage his life or business 
C)  is confident that knowledge of customer's needs and preferences will be monetized at a higher value in the long term than a product-based model 
D)  understands that customer information is a primary economic asset and will use that information to ensure maximum profitability for the company

Question 15

Which of the following best expresses the role of emotion in business relationships, as described by the authors?

Accepted Answer

A)  A relationship always has an emotional connection, and an emotional connection always indicates a relationship. 
B)  A relationship always has an emotional connection, but an emotional connection does not always indicate a relationship. 
C)  A relationship does not always have an emotional connection, but an emotional connection always indicates a relationship. 
D)  A relationship does not always have an emotional connection, and an emotional connection does not always indicate a relationship. 
A)  A relationship always has an emotional connection, and an emotional connection always indicates a relationship. 
B)  A relationship always has an emotional connection, but an emotional connection does not always indicate a relationship. 
C)  A relationship does not always have an emotional connection, but an emotional connection always indicates a relationship. 
D)  A relationship does not always have an emotional connection, and an emotional connection does not always indicate a relationship.

Question 16

The fourth implementation task in the IDIC implementation model is:

Accepted Answer

A)  customize 
B)  communicate 
C)  create 
D)  connect 
A)  customize 
B)  communicate 
C)  create 
D)  connect

Question 17

Describe the role that trust has in a Learning Relationship. Why do the authors characterize it as "the currency of all commerce"?

Accepted Answer

Trust plays a crucial role in a learning

Question 18

Relationships require customers' information, but information only comes when they have ___________.

Accepted Answer

A)  coupons 
B)  emotional loyalty 
C)  "likes" 
D)  trust 
A)  coupons 
B)  emotional loyalty 
C)  "likes" 
D)  trust

The "action" or "experience" aspect of the IDIC model includes:

One primary economic asset of an enterprise is:

In Charles Green's trust equation, the element that outweighs all the others is:

According to Stephen M. R. Covey, trust includes:

Describe the trust equation and each of its elements, as presented by Charles Green. What element has the greatest weight and why?

Which of the following is not a "trust myth" described by Charles Green?

The primary objective of the IDIC process is:

Which of the following conditions have not contributed to more companies seeking to become trusted agents for their customers?

____________ allows companies to treat different customers differently.

Which of the following would be a reliability enhancer?

List and define the elements of the IDIC implementation process as outlined by the authors. How does this process compare with "analytical CRM" and "operational CRM" as described in Chapter 1?

Apply the three basic principles of twenty-first-century trustability to one of the following three kinds of companies: a. financial services b. cellular phone service c. enterprise software

Describe a scenario in which your company has lost the trust of a customer because of mishandling of sensitive customer information. As the CEO of the company, how would you address the problem? (Hint: Remember the key elements of an effective apology.)

A trusted agent does all of the following except:

Which of the following best expresses the role of emotion in business relationships, as described by the authors?

The fourth implementation task in the IDIC implementation model is:

Describe the role that trust has in a Learning Relationship. Why do the authors characterize it as "the currency of all commerce"?

Relationships require customers' information, but information only comes when they have ___________.

Evolution of Relationships With Customers and Strategic Customer Experiences

The Thinking Behind Customer Relationships That Leads to Good Experiences

Identifying Customers

Differentiating Customers by Value: Some Customers Are Worth More Than Others

Differentiating Customers by Their Needs

Interacting With Customers: Customer Collaboration Strategy

Customer Insight, Dialogue, and Social Media

Privacy and Customer Feedback

The Payoff of IDIC: Using Mass Customization to Build Learning Relationships

Optimizing Around the Customer: Measuring the Success of Customer-Based Initiatives and the Customer-Centric Organization

Using Customer Analytics to Build the Success of the Customer-Strategy Enterprise

Organizing and Managing the Profitable Customer-Strategy Enterprise, Part 1

Organizing and Managing the Profitable Customer-Strategy Enterprise, Part 2

Future proofing the Customer-Centric Organization

Filters

Exam 3: Customer Relationships: Building Blocks of IDIC and Trust

The "action" or "experience" aspect of the IDIC model includes:

One primary economic asset of an enterprise is:

In Charles Green's trust equation, the element that outweighs all the others is:

According to Stephen M. R. Covey, trust includes:

Describe the trust equation and each of its elements, as presented by Charles Green. What element has the greatest weight and why?

Which of the following is not a "trust myth" described by Charles Green?

The primary objective of the IDIC process is:

Which of the following conditions have not contributed to more companies seeking to become trusted agents for their customers?

____________ allows companies to treat different customers differently.

Which of the following would be a reliability enhancer?

List and define the elements of the IDIC implementation process as outlined by the authors. How does this process compare with "analytical CRM" and "operational CRM" as described in Chapter 1?

Apply the three basic principles of twenty-first-century trustability to one of the following three kinds of companies: a. financial services b. cellular phone service c. enterprise software

Describe a scenario in which your company has lost the trust of a customer because of mishandling of sensitive customer information. As the CEO of the company, how would you address the problem? (Hint: Remember the key elements of an effective apology.)

A trusted agent does all of the following except:

Which of the following best expresses the role of emotion in business relationships, as described by the authors?

The fourth implementation task in the IDIC implementation model is:

Describe the role that trust has in a Learning Relationship. Why do the authors characterize it as "the currency of all commerce"?

Relationships require customers' information, but information only comes when they have ___________.

Evolution of Relationships With Customers and Strategic Customer Experiences

The Thinking Behind Customer Relationships That Leads to Good Experiences

Identifying Customers

Differentiating Customers by Value: Some Customers Are Worth More Than Others

Differentiating Customers by Their Needs

Interacting With Customers: Customer Collaboration Strategy

Customer Insight, Dialogue, and Social Media

Privacy and Customer Feedback

The Payoff of IDIC: Using Mass Customization to Build Learning Relationships

Optimizing Around the Customer: Measuring the Success of Customer-Based Initiatives and the Customer-Centric Organization

Using Customer Analytics to Build the Success of the Customer-Strategy Enterprise

Organizing and Managing the Profitable Customer-Strategy Enterprise, Part 1

Organizing and Managing the Profitable Customer-Strategy Enterprise, Part 2

Future proofing the Customer-Centric Organization

Filters