10 Questions
The thinking behind customer relationships that leads to good experiences is found in Chapter 2 of the book titled
MANAGING CUSTOMER RELATIONSHIPS: A STRATEGIC FRAMEWORK, THIRD EDITION, DON PEPPERS AND MARTHA ROGERS
One view on relationships by J.E. Britton discusses the different types of
business relationships
Another view on relationships by J.G. Barnes introduces the concept of four levels of
business relationships
Customers are the sole source of a company's revenue, making them
scarce
Customers create value through current profit and
customer equity
What are the two ways in which customers create value for a company?
By generating current profit and customer equity
What is the main reason why companies work at being customer-centric, according to the text?
Customers are the sole source of the company's revenue
What are the five Es of customer relationships?
Engagement, Exclusivity, Empathy, Experience, and Expansion
According to J.G. Barnes, how many levels of business relationships are there?
Four
What is one of the benefits of being customer-centric?
All of the above
Test your knowledge on customer relationships and their impact on customer experiences with this quiz. Explore the benefits of being customer-centric, different types of business relationships, and the relationship development process. Don Peppers and Martha Rogers' book, "Managing Customer Relationships: A Strategic Framework, Third Edition" serves as the foundation for this quiz.
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