The links in the satisfaction-loyalty-profit chain

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Reference no: EM132214125

1. When writing a message, you determine audience benefits by analyzing ____________.

the positive outcomes for you if your readers comply with your request

the positive outcomes for you if your readers do not comply with your request

the positive outcomes for your readers if they comply with your request

the positive outcomes for your readers if they do not comply with your request

2. When would it be best to avoid using “you” in a communication?

In a polite request

When offering congratulatory comments

When issuing orders

In an informal request

3. The links in the Satisfaction-Loyalty-Profit chain are

A. Nonlinear

B. Asymmetric

C. Segment specific

D. Industry specific

E. All of the above

4. When did companies start to integrate customer-facing front end systems with back-end systems and with systems used by partners and suppliers?

A. In the first generation of CRM

B. In the second generation of CRM

C. In the third generation of CRM

D. In the fourth generation of CRM

E. They did not integrate front end with back end systems yet

Reference no: EM132214125

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