Performance Metrics for Customer Relationship Initiatives Should Measure

question 89

Multiple Choice

Performance metrics for customer relationship initiatives should measure?

• A) Customer satisfaction
• B) Customer loyalty
• C) Both customer satisfaction and customer loyalty
• D) Neither customer satisfaction nor customer loyalty

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Definitions:

Cognitive Researchers

Scientists who study the mental processes involved in perception, memory, thought, and problem solving.

Biological Psychologists

Scientists who study the physiological bases of behavior in animals and humans.

Evolutionary Psychologist

A professional who studies the role of evolutionary processes in shaping human behavior and mental processes.

Cognitive Psychologist

A professional who studies mental processes such as perception, memory, and problem-solving.