Exam (elaborations)

Test Bank for Managing Customer Experience and Relationships, 3rd Edition

9 views 0 purchase

Institution
University Of Alberta (UofA)

Test Bank for Managing Customer Experience and Relationships, 3rd Edition Managing Customer Experience and Relationships: A Strategic Framework Third Edition Don Peppers and Martha Rogers SAMPLE Test Questions Chapter 1: Evolution of Relationships with Customers and Strategic Customer Experi...

[Show more]

Preview 2 out of 5 pages

View example

Uploaded on January 23, 2022
Number of pages 5
Written in 2021/2022
Type Exam (elaborations)
Contains Questions & answers

3rd edition
test bank for managing customer experience and relationships
test bank for managing customer experience and relationships
3rd editiontest bank for managing customer experience and relati

donatrey Member since 2 year 79 documents sold

CA$15.15

Added

Add to cart Add to wishlist

100% satisfaction guarantee
Immediately available after payment
Both online and in PDF
No strings attached

Test Bank for Managing Customer Experience and
Relationships, 3rd Edition, Don Peppers, Martha
Rogers, Philip Kotler

1

, Managing Customer Experience and Relationships:
A Strategic Framework
Third Edition

Don Peppers and Martha Rogers

SAMPLE Test Questions

Chapter 1: Evolution of Relationships with Customers and Strategic Customer Experiences

Multiple choice: For the following questions, choose the best answer.

1. “Customer strategy” is: (pp. 3–5)
a. the capability of matching customers and messaging in any medium, whether
traditional or digital
b. finding customers for the products a company produces
c. creating customer value by increasing the value of the customer base
d. creating customer campaigns that win market share

2. Customer relationship management (CRM) is best characterized as: (pp. 5–6)
a. an enterprise-wide strategy
b. a marketing strategy
c. a customer service discipline
d. a software program
e. any of the above

3. For “Industrial Age” companies, competitive advantage is primarily based on: (pp. 3–4)
a. product innovation
b. brands
c. customer information
d. a and b

4. For “Interactive Age” companies, competitive advantage is primarily based on: (pp. 4–5)
a. product innovation
b. brands
c. customer information
d. a and b

5. Examples of customer-specific behaviors include all of the following except: (pp. 6–9)

2

The benefits of buying summaries with Stuvia:

Guaranteed quality through customer reviews

Stuvia customers have reviewed more than 700,000 summaries. This how you know that you are buying the best documents.

Quick and easy check-out

You can quickly pay through credit card or Stuvia-credit for the summaries. There is no membership needed.

Focus on what matters

Your fellow students write the study notes themselves, which is why the documents are always reliable and up-to-date. This ensures you quickly get to the core!

Frequently asked questions

What do I get when I buy this document?

You get a PDF, available immediately after your purchase. The purchased document is accessible anytime, anywhere and indefinitely through your profile.

Satisfaction guarantee: how does it work?

Our satisfaction guarantee ensures that you always find a study document that suits you well. You fill out a form, and our customer service team takes care of the rest.

Who am I buying these notes from?

Stuvia is a marketplace, so you are not buying this document from us, but from seller donatrey. Stuvia facilitates payment to the seller.

Will I be stuck with a subscription?

No, you only buy these notes for CA$15.15. You're not tied to anything after your purchase.

Can Stuvia be trusted?

4.6 stars on Google & Trustpilot (+1000 reviews)

75323 documents were sold in the last 30 days

Founded in 2010, the go-to place to buy study notes for 14 years now

Start selling

Exam (elaborations)

Test Bank for Managing Customer Experience and Relationships, 3rd Edition

Document information

Subjects

Written for

Seller

Reviews received

Content preview