Answer the following statement(s) true (T) or false (F)
1. CRM applications are used for customer relationship management.
2. The use of CRM alone is often sufficient to ensure customer satisfaction.
3. The customer service process provides direction for the design and delivery of high-value customer service activities.
4. Service recovery is an attempt by a firm to recover from a customer service failure.
5. Customers should be segmented prior to customer information being collected.
1. True
2. False
3. True
4. True
5. False
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Indicate whether the statement is true or false
All of the following are true of applied research EXCEPT:
A) it is used to solve practical problems. B) it is used to develop message strategies. C) it is used to help build theories. D) it is used to determine whether a program has achieved its objectives.
To prove an express warranty, some courts require evidence that the buyer relied on the seller's statement
a. True b. False Indicate whether the statement is true or false
The building blocks of service quality are reliability, responsiveness, assurance, empathy, and tangibles.
Answer the following statement true (T) or false (F)