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Developing CRM Strategy Unit III

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Questions and Answers

What is NOT a dimension of service quality?

Flexibility (correct)

Reliability

Assurance

Responsiveness

Which aspect does NOT directly relate to managing customer communications?

Improving product reliability (correct)

Timely response to inquiries

Consistent brand messaging

Personalization of messages

What role does CRM play in business strategy?

Increases production efficiency

Eliminates the need for market research

Facilitates better customer relationship management (correct)

Reduces the importance of customer feedback

Which of the following is a characteristic of functional service quality?

<p>Empathy towards customers</p> Signup and view all the answers

Which strategy is essential for improving service quality in a CRM context?

<p>Focusing on employee training and development</p> Signup and view all the answers

Developing CRM Strategy Unit III

Choose a study mode

Podcast

Questions and Answers

What is NOT a dimension of service quality?

Which aspect does NOT directly relate to managing customer communications?

What role does CRM play in business strategy?

Which of the following is a characteristic of functional service quality?

Which strategy is essential for improving service quality in a CRM context?

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