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 loyalty
C)customer relationship management
D)customer experience management

Question

Quizplus · Accepted Answer

Customer experience management involves managing the entire customer journey and interactions with an organization, with the goal of creating a positive experience that leads to customer satisfaction, loyalty, and advocacy. It includes processes, tools, and strategies to ensure consistent, seamless, and personalized experiences at all touchpoints, such as websites, social media, customer service, sales, and marketing. Customer relationship management (C) focuses on building and maintaining long-term relationships with customers, while marketing management (A) involves planning, executing, and evaluating marketing activities to meet customer needs and achieve organizational goals. Customer loyalty (B) refers to the customers' willingness to repeatedly buy from or do business with a particular company or brand.

Managing the Customers' Interactions with the Organization at All Levels