Managing the Customers' Interactions with the Organization at All Levels

question 163

Multiple Choice

Managing the customers' interactions with the organization at all levels and at all touchpoints so that the customer has a positive impression of the organization,is satisfied with the experience,and will remain loyal to the organization is referred to as:

• A)marketing management
• B)customer relationship management
• C)customer experience management
• D)customer loyalty

---

Definitions:

Bounded Rationality

A concept in decision-making theory that suggests individuals make decisions based on the limited information available to them and within the constraints of their mental capacity.

Rule of Reciprocity

A social norm that suggests individuals respond to positive actions with other positive actions, fostering mutual benefit.

FMOT

The "First Moment of Truth," a marketing term referring to the first interaction between a customer and a product on the store shelf or online, crucial for making a good impression.

FMOT

First Moment of Truth; a marketing concept referring to the first time a consumer encounters a product and forms an impression.