It is the _______________ that influences customers’ perceptions of value and service quality, and which consequently affects customer loyalty.

• A) Normative customer experience
• B) Experience economy
• C) Customer exposure
• D) Total customer experience

_________________ is a value-free and objective statement of what it is like to be a customer.

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

____________ software is used to design sales-related processes, including the lead management process and the event management process.

• A) Territory management
• B) Workflow development
• C) Product encyclopedia
• D) Product configuration

Which one of the following is not a customer touchpoint?

• A) Service centers
• B) Facebook
• C) None of the given option
• D) Websites

Which one of the following is not a customer touchpoint of National Australia Bank?

• A) Mobile mortgage specialist
• B) None of the given option
• C) Internet banking
• D) Personal banker

_______________ is the application of computerized technologies to support marketers and marketing management in the achievement of their work-related objectives.

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

____________ software may include a quotation engine, a pricing module and a product configurator.

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

‘Warranty registrations’ is the best example of which one of the following customer engagement measure?

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

_____________ embedded reporting and analytics functionality provides valuable management insights into markets, customers, campaigns, events and so on, leading to both enhanced efficiency and effectiveness.

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

______________ applications enable salespeople, or the customer themselves, automatically to design and price customized products, services, or solutions.

• A) Product encyclopedia
• B) Order management
• C) Product configuration
• D) Territory management

________________ is the process of managing the entire sales cycle, from identifying prospects, estimating sales potential, managing leads, forecasting sales, initiating and maintaining customer relationships, right through to closure.

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

______________ allows sales reps and account managers to keep track of all their obligations in respect of every account for which they are responsible, whether this is an opportunity to be closed, an order, or a service inquiry.

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

______________ functionality allows sales reps and managers to stay on top of their obligations in respect of the accounts for which they are responsible.

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

______________ 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