Customer Touch Points and Data Mining Are Related to Which

question 73

Multiple Choice

Customer touch points and data mining are related to which element of the process cycle for customer relationship management?

• A) analysis and refinement
• B) supplier interface
• C) customer interaction
• D) knowledge discovery
• E) marketing planning

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Definitions:

Anchoring Heuristic

A cognitive bias that describes the common human tendency to rely too heavily on the first piece of information offered (the "anchor") when making decisions.

Adjustment Heuristic

A mental shortcut that involves basing decisions on an initial estimate and making adjustments to that figure to reach a final decision or judgment.

Judgment

involves making considered decisions or forming opinions based on the evaluation of available information and reasoning.

Decision Making

The cognitive process of making choices or selecting options among various alternatives.