Q66: The customer service metrics that are chosen
Q67: Text messaging and the Internet have lessened
Q68: Customer profitability analysis is grounded in traditional
Q69: Poor customer experiences cost U.S.business in excess
Q70: Companies today will not accept slower order
Q72: It is possible for organizations to use
Q73: In the service recovery paradox,a customer holds
Q74: Customer profitability analysis explicitly recognizes that all
Q75: Objectives should be specific,measurable,achievable,realistic,and timely.
Q76: Benchmarking should only involve numerical comparisons of
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