MK130 Chapter 15-18 Review

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Across
  1. 2. single customer view.
  2. 3. Customer Relationship Management.
  3. 4. how quickly a company responds to a customer email or phone call
  4. 8. Technology using emotions and voice recognition to aid in customer service tasks
  5. 9. this level of loyalty shows people who recommend the brand.
Down
  1. 1. predict future customer behaviour based on known information.
  2. 3. this level of loyalty are people who make repeat purchases.
  3. 5. This measure works by simply asking customers to score your organization out of 10 in response to the question.
  4. 6. this level of loyalty has no relationship with the brand.
  5. 7. Delivering highly relevant messages at the right time has become the expectation of marketing.