______________ automate business processes, so that process owners know what to do, the order in which actions should be performed, and who is responsible for each action.

• A) Product application
• B) Workflow application
• C) Territory application
• D) Product application

Which of the following best defines the customer experience as management and customers envision it?

• A) Affective customer experience
• B) Cognitive customer experience
• C) Positive customer experience
• D) Normative customer experience

__________ systems allow customers to manage their bills and other information online, thereby reducing account management costs for the seller.

• A) Order management
• B) Territory management
• C) Pipeline management
• D) Lead management

______________ is the cognitive and affective outcome of the customer’s exposure to, or interaction with, a company’s people, processes, technologies, products, services, and other outputs.

• A) Customer experience
• B) Experience economy
• C) Customer exposure
• D) None of the given option

_______ report audience size, where the visitors come from (referrals) and what they do on the website.

• A) Digital analytics
• B) None of the given option
• C) Web analytics
• D) Search engine optimization

Which one of the following forms of customer engagement is best exemplified by the question, "How frequently does the consumer visit our website?"

• A) Social
• B) Behavioral
• C) Emotional
• D) Cognitive

‘Invitations to join member-get-member programme’ is the best example of which one of the following customer engagement measure?

• A) Intimacy
• B) Interaction
• C) Intimacy
• D) Involvement

Which one of the following is not a component of the SERVQUAL plus model?

• A) None of the given option
• B) The way the customer uses the product
• C) Peer-to-peer interactions
• D) Emotions

_________________ automates the processes involved in planning, implementing, measuring and learning from communication programs targeted at prospects or customers.

• A) Marketing automation
• B) Campaign management
• C) Closed-loop marketing
• D) Trigger marketing

‘Has the customer used our Recommend-a-Friend programme?’ is a best example of which one of the following form of customer engagement?

• A) Emotional
• B) Social
• C) Behavioral
• D) Cognitive

______________ is the technology-enabled application of data-driven strategies to select customers or prospects for customized communications and offers that vary at every stage of the customer lifecycle and buyer readiness.

• A) Marketing automation
• B) Closed-loop marketing
• C) Trigger marketing
• D) Campaign management

_____________ has been described as ‘the next competitive battleground’.

• A) Customer experience
• B) None of the given option
• C) Experience economy
• D) Customer exposure

___________ describes customer experience as it is.

• A) Positive customer experience
• B) Affective customer experience
• C) Normative customer experience
• D) None of the given option

_______________ allows marketers to employ what is known as closed-loop marketing.

• A) Closed-loop marketing
• B) Trigger marketing
• C) Campaign management
• D) Marketing automation

___________ process can be integrated with back-office fulfillment, invoicing and payment processes, thereby accelerating cash flow for the seller.

• A) Pipeline management
• B) Order management
• C) Territory management
• D) Lead management

_______________ functionality enables companies to engage in real-time marketing, responding immediately to an identified opportunity.

• A) Marketing automation
• B) Closed-loop marketing
• C) Campaign management
• D) Trigger marketing

Which of the following best characterises the current state of customer experience?

• A) Positive customer experience
• B) Normative customer experience
• C) Affective customer experience
• D) Cognitive customer experience

_____________ software determines which customers should get which offer through which channel to ensure your campaign objectives are met.

• A) Event-based marketing
• B) Trigger marketing
• C) Marketing optimization
• D) Campaign management

____________ explore data generated by customer behavior in interactive channels including online, mobile and social media.

• A) Search engine optimization
• B) Web analytics
• C) None of the given option
• D) Digital analytics

‘Videos played’ is the best example of which one of the following customer engagement measure?

• A) Influence
• B) Involvement
• C) Interaction
• D) Intimacy