A CRM Vision includes using ________ to create a Seamless Customer Experience.

A CRM Vision includes using ________ to create a Seamless Customer Experience.
 a. customer touchpoints and technology
  b. CRM failure rates
  c. the promise of CRM

Question 2

Interactivity, which is intertwined with ____, allows for users to select the information they perceive relevant and for brand managers to build relationships with customers via two-way communication.
 a. individualization
  b. internalization
  c. interruption
  d. integration
  e. intrusion

Question 3

It is necessary to disguise a survey when knowledge of the sponsor or topic is likely to cause respondents to change their answers.
 a. True
  b. False
 Indicate whether the statement is true or false

Question 4

Tesco's Club card Program relies for its success upon:
 a. data mining and segmentation.
  b. qualitative research.
  c. social media monitoring.

Question 5

____ refers to the fact that the Internet user has control over the flow of information.
 a. Individualization
  b. Interactivity
  c. Interruption
  d. Integration
  e. Internalization

Question 6

Telephone interviews imply a direct face-to-face conversation between the interviewer and the respondent.
 a. True
  b. False
 Indicate whether the statement is true or false

Question 7

The customer lifecycle allows marketers to:
 a. identify their best prospects.
  b. target lapsed customers and win back.
  c. both of the above.

Question 8

An open-ended question allows respondents to freely reply using their own words without limitations to a fixed set of possible answers.
 a. True
  b. False
 Indicate whether the statement is true or false