UNIT 2: APPLY PRINCIPLES OF CUSTOMER EXPERIENCE MANAGEMENT IN CRM

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Across
  1. 2. the happy and pleased cluster in the Hierarchy of Emotional Value.
  2. 5. one example of touchpoints before purchase.
  3. 8. the journey that customers will have with a brand.
  4. 9. Customer experience (CX) is the product of an ___________ between an organisation and a customer throughout their relationship.
Down
  1. 1. the only emotion group that is associated with effects on short-term spending.
  2. 3. one of the main parts of a customer journey map.
  3. 4. first step to manage customer experience.
  4. 6. the times a potential customer or customer comes in contact with a brand.
  5. 7. The customer journey begins when a customer asks about a product or service.