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Fill in the Gap

1) A system designed, built, operated, and continuously upgrade by organization to manage customer complaints is referred to as______________

2) Customer satisfaction can be measured in two (2) ways, name both.

3) Customer complaints and customer loyalty are_______________ methods of measuring customer satisfaction.

4) Two major ingredients in any relationship are______________ and ______________

5) Customer touch-points is very crucial in analyzing the customer experience of a business. State two other issues related with analyzing customer experience

6) In developing strategies for Key account management (KAM) one must recognize that KAM is an organization change and not a ________________

7) State two qualities of a KAM manager

8) Customer Relationship Management (CRM) has become very critical in today's business environment because of changes with respect to the____________ and______________

9) The customer Concept in CRM seeks to achieve two goals name them?

10) When customer loyalty and satisfaction are combined name two outcomes that can occur?

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Subject: Business, Management

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