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BUS363 PCQ02.docx - BUS363 PCQ02 ATTEMPT 1 SCORE 75/100...

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BUS363 PCQ02 ATTEMPT 1 SCORE: 75/100 Which of the following statements about CRM is true? All of the listed choices Which of the following approaches can be used to actively solicit customer-feedback? Customer service survey In an FMEA, __________ refer to existing detection and prevention controls. existing detection and prevention controls Step 3 of developing a service blueprint is: Establish time frame __________ are useful in measuring the extent to which an organisation uses available resources. Financial Ratios Which of the following statements is a benefit of QFD? All of the listed choices In SERVQUAL, Gap 4 represents: Gap between service delivery and external communications with the customer. Dissatisfiers are also known as __________. None of the listed choice Which of the following statements best describes the term 'process benchmarking'? Identify best practices in terms of process management. _________ outline the rights of the customers.
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