Question 1

Commitment to "customer success" is likely the best approach for a firm to use with:

Accepted Answer

Customer success relationships are resource intensive and typically should be reserved only for a few customers who represent the highest revenue and profit potential for a firm.

Question 2

Anthony Company has analyzed its customer base and realizes that it has a few customers who provide both high revenue and high profitability. This suggests that the appropriate commitment to those customers would be:

Accepted Answer

High profit/high revenue customers are those most likely to be considered for customer success relationships.

Question 3

Which of the following statements most clearly expresses a company's commitment to customer success?

Accepted Answer

Customer success is an approach that tries to fulfill customer requirements.

Question 4

The use of technology to collect and analyze data concerning customers' buying behavior is an important aspect of:

Accepted Answer

CRM is a software and information technology based approach used to collect and analyze customer data from numerous sources for the purpose of developing strategically appropriate relationships with customers.

Question 5

Customers who are both low revenue generators and low profit generators for a firm should be:

Accepted Answer

Low profit/low revenue customers should not necessarily be terminated, but they should be reviewed to determine whether termination is appropriate. If not, the appropriate relationship should be determined.

Quiz 9: Customer Service Management

Commitment to "customer success" is likely the best approach for a firm to use with:

Anthony Company has analyzed its customer base and realizes that it has a few customers who provide both high revenue and high profitability. This suggests that the appropriate commitment to those customers would be:

Which of the following statements most clearly expresses a company's commitment to customer success?

The use of technology to collect and analyze data concerning customers' buying behavior is an important aspect of:

Customers who are both low revenue generators and low profit generators for a firm should be: