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Free CSCP Exam Braindumps (page: 12)

Page 11 of 180
PDF with 719 Questions

The probability of customer dissatisfaction is highest when which of the following conditions exists?

  1. Customer expectations are clearly defined.
  2. Supplier execution is too low.
  3. There is a gap between expected performance and perceived performance.
  4. There is a gap between what was indicated and what was accomplished.

Answer(s): C



Which of the following actions typically would be the first step in implementing the philosophy of customer relationship management?

  1. Creating a customer-centric organization
  2. Developing a map of the customer segments
  3. Documenting the objectives for implementation
  4. Selecting an information technology solution

Answer(s): A



Which of the following customer relationship management activities most appropriately is used for revenue generation?

  1. Generating customer leads
  2. Generating graphic sales models
  3. Measuring customer preferences
  4. Identifying customer margins

Answer(s): A



Compared to mass-media marketing, customer relationship management has the advantage of allowing the organization to:

  1. compete for customers based on service.
  2. reach a larger number of potential customers.
  3. reduce inventory to improve cash flow.
  4. focus on attracting new customers.

Answer(s): A






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