Performance metrics for customer relationship initiatives should measure?
A) Customer satisfaction
B) Customer loyalty
C) Both customer satisfaction and customer loyalty
D) Neither customer satisfaction nor customer loyalty

Question

Quizplus · Accepted Answer

Performance metrics for customer relationship initiatives should measure both customer satisfaction and customer loyalty, as they are interconnected and critical for the success of a business. Customer satisfaction measures how happy customers are with a company's products, services, and overall experience, while customer loyalty measures how likely they are to continue doing business with the company and recommend it to others. By tracking and improving both metrics, companies can increase customer retention, reduce churn, and drive revenue growth.

Performance Metrics for Customer Relationship Initiatives Should Measure