| A | B |
|---|
| customer information | in the past CRM was mainly used to track THIS |
| word-of-mouth | the main goal of customer experience managment is to create THIS type of promotion |
| continuous improvement | business evaluates processes to make them more efficient and effective |
| corporate culture | when a business communicates customer-centric values and ideals to its employees on a consistent basis |
| business itself | A main goal of customer experience management |
| touch points | Customers tend to look at a business as a whole despite the number of THESE that they experience |
| technology | Many people make the mistake of thinking that CRM refers solely to THIS |
| training | Common CRM practice involving employees |
| people | the component of CRM that often makes or breaks a businesses' program |
| CRM initiatives | examples of THESE include frequent shopper programs, customer feedback sections, live operators |
| experience | Our economy has shifted form a service economy to this economy |
| Internet | In the modern business world a growing number of interactions between businesses and customers are taking place over THIS |
| price | THis factor is often NO LONGER a consideration in customers' buying decisions |
| customer loyalty | CRM increases sales and profits by increasing THIS |
| irrelevant technology | Having clear CRM goals before putting a program into place helps businesses to avoid purchasing THIS |
| targeted marketing campaigns | A benefit of CRM is the opportunity to create these |
| customers | CRM can help to identify a businesses most valuable THESE |
| new products | A company needs to obtain customer input for these |
| business process management | a business improves its technology so it can better meet customer wants and needs |
| methods | a businesses' organizational structure can sometimes have a negative effect on CRM because different departments have different ones of these |
| CRM | this is a combination of building, maintaining, and maximizing relationships with customers |
| Goals | It is important to be consistent and organized with THESE in different departments in a business |
| Relationship | Modern customers now tend to prefer this type of buying |
| Seamless | No matter what a businesses organizational structure is a customers' experience should be THIS |
| Internet | THIS is becoming the true relationships with customers |
| CEM | CRM and THIS are not the same thing |
| social media | businesses must maintain CRM through this means as well as others |
| Whole | Customers tend to look at businesses as this now |
| CRM | This will help you determine who your best customers are |
| Customer relationships | Busiensses are working harder than ever to maintain these |
