OMIS 442 Exam 2 UPDATED ACTUAL Questions and CORRECT Answers
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Course
OMIS 442
Institution
OMIS 442
OMIS 442 Exam 2 UPDATED ACTUAL
Questions and CORRECT Answers
Customer Focus - CORRECT ANSWER- Withour customers you dont have a business
Key Customer Focused practices - CORRECT ANSWER- 1. Identify customer
groups/markets
2. Understand customer expectations/needs
3. Use Customer voice to en...
OMIS 442 Exam 2 UPDATED ACTUAL
Questions and CORRECT Answers
Customer Focus - CORRECT ANSWER✔✔- Withour customers you dont have a business
Key Customer Focused practices - CORRECT ANSWER✔✔- 1. Identify customer
groups/markets
2. Understand customer expectations/needs
3. Use Customer voice to enhance products and customer support processes
4. Create organizational culture and manage customer relationships
5. Develop complaint management system
6. Measure customer satisfaction, engagement, and dissatisfaction
New vs Old customers - CORRECT ANSWER✔✔- It costs 5x more to find a new customer
than to keep a current one happy
ACSI - CORRECT ANSWER✔✔- Measures customer satisfaction at a national level.
Introduced in 1994 by university of Michigan and the American Society for Quality
ASCI measurements - CORRECT ANSWER✔✔- Satisfaction, Expectation, and
performance
Measuring customer loyalty - CORRECT ANSWER✔✔- Likelihood to repurchase,
recommend, continue purchasing same products, purchase different products, increase
frequency of purchasing, stay with same provider
Net Promoter Score/Levels - CORRECT ANSWER✔✔- Likelihood to repurchase.
Promoters - 9 or 10. Loyal customers
Passives - 7 or 8. Satisfied but willing to switch providers
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