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Developing CRM Strategy Unit III
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Developing CRM Strategy Unit III

Created by
@AffirmativeBlankVerse1762

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

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