irm over the customer's lifetime. Select one: True False
2. Charles, who had been waiting in a check-in line at Grasp Airways, tweeted his dissatisfaction when he realized that the line was not moving quickly. At the same time, airline employees were scanning the online traffic, and came across Charles's complaint. By the time Charles made it to the desk, his compliant was directly dealt with. Which of the following tools did Grasp Airways use to deal with Charles's issue?
Select one: a. Interactive voice response service b. Electronic literature c. Social media d. Voice mail
3. The Eatery Palace, a grocery chain, used to display its juices by arranging them according to their brands. The store later studied information and learned that its customers prefer the juices to be arranged according to their flavours. The process used to retrieve this information is referred to as:
Select one: a. customer experience transformation b. data mining c. relationship marketing d. data warehousing
4. Fresh Mornings, a breakfast eatery, is suffering from poor employee customer service skills. Fresh Mornings' failure with CRM is the result of approaching CRM as a _____ project rather than an overall company strategy. .
Select one: a. marketing b. promotion c. comprehensive d. software
5. Flyaway Airlines was not well regarded among frequent business travellers, who are a demanding group to serve. Upon study, the airlines discovered that customers wanted recognition of their individual preferences. By using newly uncovered insights of its customers, needs and behaviours to improve the customer-company interactions, Flyaway Airlines has initiated a process of customer:
Select one: a. reward program b. experience management c. branding d. relationship management Clear my choice
6. Flyaway Airlines was not well regarded among frequent business travellers, who are a demanding group to serve. Upon study, the airlines discovered that customers wanted recognition of their individual preferences. By using newly uncovered insights of its customers, needs and behaviours to improve the customer-company interactions, Flyaway Airlines has initiated a process of customer:
Select one: a. reward program b. experience management c. branding d. relationship management Clear my choice
7. Baxter Landscaping takes pride in its high levels of customer satisfaction. Ut attributes this to its focus on customer experience management and ensuring all customer _______ are optimized.
Select one: a. customer service opportunities b. purchases c. incoming messages and inquiries d. touch points