The Following Is an Example of Potential Customer Touch Points

question 23

Multiple Choice

The following is an example of potential customer touch points where data capture occur during the CRM process:

• A) web, customer's home, phone centre, and customer identification
• B) web, call centre, point of sale, and direct mail
• C) registration/warranty, wireless, and email campaigns
• D) ordering, invoicing, and payment
• E) ordering, payment, and delivery

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Definitions:

Behaviourally Anchored Rating Scales

A performance evaluation method that rates employees based on their behaviors related to specific job tasks using scales anchored with behavioral examples.

Frequency Rating

A measurement of how often something occurs within a specified period.

Graphic Rating Scale

A method for assessing performance that involves marking an individual's level of achievement along a linear scale.

360-degree Feedback

A performance appraisal method where employees receive confidential, anonymous feedback from the people who work around them, including peers, managers, and direct reports.