Possibili domande teoriche

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1. Main quality criteria of WIS A. Content, i.e. the quality of the information and services provided by the site (completeness… B. Navigation, i.e. the quality of the navigation paths, their intuitiveness etc. C. Responsiveness, i.e. the ability to contact Customer Service Representatives (CSR) in real time. D. Structure, i.e. the graphical quality of the WIS. 2. What are typical drawbacks of social listening platforms? [MULTIPLE] A. The quality of data is low since companies typically use syntactic listening tools. B. Using Semantic listening tools is difficult since they are not ‘ready to use’ and involves a long set up before providing results. C. Listening is considered a risky activity. D. Listening is considered uninteresting since social buzz cannot provide additional insights, give that companies have CRM data. 3. Please tick the correct definition of ‘multi-channel integration’, in the context of CRM [SINGLE] A. Multi-channel integration refers to the integrated data warehouse that supports multi-channel operations. B. Multi-channel integration represents an integrated process of product and service delivery that can use multiple distribution channels, such as call center, Web, and agents. C. Multi-channel integration represents an integrated process of service delivery that can use multiple distribution channels simultaneously, such as call center, Web, and agents. D. Multi-channel integration represents an integrated process of product and service delivery that can use multiple distribution channels in such way that customer have access to exactly the same functionalities across all channels. 4. Is outsourcing maintenance a good idea for a manufacturer? [SINGLE] A. In general yes, as maintenance is often non profitable and outsourcing allows companies to…