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Questions and Answers
Questions and Answers
What are the five main factors that emerge when putting the customer at the centre of the entire organization?
What are the five main factors that emerge when putting the customer at the centre of the entire organization?
- Strategy, supply chain, innovation, people, and technology
- Operations, customer satisfaction, marketing, technology, and people
- Finance, sales, operations, technology, and strategy
- Customer, technology, strategy, processes, and people (correct)
What is the term used to describe the interrelated factors of customer, technology, strategy, processes, and people?
What is the term used to describe the interrelated factors of customer, technology, strategy, processes, and people?
- Customer Relationship Management (CRM) (correct)
- Consumer Behavior Analysis (CBA)
- Supplier Relationship Management (SRM)
- Customer Satisfaction Index (CSI)
At what stage does a potential customer make a first purchase?
At what stage does a potential customer make a first purchase?
- Return customer stage
- Ex-customer stage
- Customer stage (correct)
- Potential customer stage
What is the term for managing relationships with existing customers?
What is the term for managing relationships with existing customers?
What concept involves starting with customer awareness and ending with customer satisfaction?
What concept involves starting with customer awareness and ending with customer satisfaction?
What is the term for the stage when the client does not buy from the supplier yet but may be interested in doing so?
What is the term for the stage when the client does not buy from the supplier yet but may be interested in doing so?
What does Thomassen (2015) argue is crucial for ensuring customer loyalty?
What does Thomassen (2015) argue is crucial for ensuring customer loyalty?
What is the term meaning for 'customer awareness'?
What is the term meaning for 'customer awareness'?
Which factor has caused customer trust to plummet, especially in the financial sector?
Which factor has caused customer trust to plummet, especially in the financial sector?
What does customer insight involve?
What does customer insight involve?
What is expectation management in relation to customer expectations?
What is expectation management in relation to customer expectations?
What is customer focus based on the provided text?
What is customer focus based on the provided text?
What is meant by 'customer satisfaction' in the context provided?
What is meant by 'customer satisfaction' in the context provided?
'Exceeding expectations' as a factor for ensuring customer loyalty involves:
'Exceeding expectations' as a factor for ensuring customer loyalty involves:
'Being warm and emphatic' as a factor for ensuring customer loyalty involves:
'Being warm and emphatic' as a factor for ensuring customer loyalty involves:
'Customer friendliness' includes:
'Customer friendliness' includes:
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Study Notes
Study Notes
Customer-Centric Organization
- Five main factors emerge when putting the customer at the center of the organization: customer, technology, strategy, processes, and people.
- These interrelated factors are described by the term "Service Blueprint".
Customer Purchase Journey
- A potential customer makes a first purchase at the "conversion" stage.
- The stage where the client does not buy from the supplier yet but may be interested in doing so is called "prospect".
- The concept that involves starting with customer awareness and ending with customer satisfaction is called "Customer Journey".
Customer Loyalty
- According to Thomassen (2015), ensuring customer loyalty is crucial for a company's success.
- "Exceeding expectations" is a factor that ensures customer loyalty.
- "Being warm and empathetic" is also a factor that ensures customer loyalty.
- "Customer friendliness" includes being warm and empathetic.
Customer Trust and Insight
- Customer trust has plummeted, especially in the financial sector, due to the lack of transparency.
- Customer insight involves understanding customer needs and preferences.
- Expectation management in relation to customer expectations involves setting and meeting customer expectations to ensure satisfaction.
Customer Focus and Satisfaction
- Customer focus is based on understanding customer needs and preferences.
- Customer satisfaction in the context provided means meeting or exceeding customer expectations.
- Customer satisfaction is the end goal of the customer journey.
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