Chapter2 Flashcards
1
Q
Moment of truth
A
Each touchpoint between a customer and a company is a moment of truth;that is, an experience that might influence customer feelings/perceptions of the company
2
Q
Resource orchestration
A
Orchestration refers the skill that enables companies to bring the resources of the entire supply network together
3
Q
Value gaps
A
Any disparity that exists in identifying defining and delivering outstanding customer experiences that can undermine perceptions and damage relationships
4
Q
Customer relationship management (CRM)
A
A software system that enables a company to accurately profile customers by tracking the customer’s wants and buying habits. The software is a sophisticated form of customer segmentation
