1. An effective Current State Touchmap includes all of the following aspects EXC
ID: 425360 • Letter: 1
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1. An effective Current State Touchmap includes all of the following aspects EXCEPT: a. recognition of different types of customers b. graphical illustration of the enterprise's intermal structure c. analysis of the customer life cycle d. customer satisfaction surveys 2. The three different dimensions of a customer's experience include: a. physical, emotional, intellectual b. physical, emotional, interactive c. physical, emotional, logical d. physical, emotional, behavioral 3. "Customer needs" are best defined as what the customer: requires to survive directly asks of the company indirectly hopes for from the company wants or prefers from the company a. b. c. d. 4. Which of the following statements is not true about customer needs? a. Customer needs can be situational in nature. b. Customer needs have different intensities c. There is no single best way to differentiate customers by their needs. d. Customer needs usually do not correlate with customer value.Explanation / Answer
1. b. graphical illustration of the Enterprise's internal structure
It actually consist of customer and their details but not the structural details of the organization or so.
2. a. physical, emotional, intellectual
3. d. Wants or prefers from the company
Customer needs are generally what the customer demands from the organization or expects.
4. d. Customer needs usually do not correlate with customer value
I believe that it actually correlate with customer values because the need of the customer is important based and that is somewhat influenced by customer value.
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