CramCard Flashcards
(46 cards)
In terms of mutual readiness:
Which type of relationship has the following requirements:
crucial to conduct capabilities, maturity, and past performance audits of the service provider
Basic Relationships
In terms of mutual readiness:
Which type of relationship has the following requirements:
crucial for the customer to be ready to change, and for the service provider and customer to be ready to collaborate
Partnerships
Define the type of relationship:
are transaction in nature, minimize information-sharing, provide a single channel of communication, and are primarily price-driven
Basic Relationships
Define the type of relationship:
treat the service provider as a trusted advisor, there are multiple channels of communication, information sharing is limited, and forecasts are performed independently (not jointly)
Cooperative relationships
Define the type of relationship:
establish a deep sense of trust, both parties value the other, join investments are made, joint activities are performed, a free exchange of information occurs, and there are large barriers to exit the relationship
Partnerships
is any time a potential service consumer or service consumer encounters the service provider and/or its products
Touchpoint
is a value co-creating reciprocal action between a provider/consumer
Service Interaction
A fictional, yet realistic, description of a typical or target customer or user of a service or product
Persona
Identify the correct phase of customer journey:
Customer
Build Relationships
Service Provider
Understand customer needs and build relationships
Engage
Identify the correct phase of customer journey:
Customer
Understand need and value and identify service providers
Service Provider
Understand and target market, and identify customers
Explore
Identify the correct phase of customer journey:
Customer
Specify requirements
Service Provider
Shape demand, design service offerings, sell services
Offer
Identify the correct phase of customer journey:
Customer
Negotiate and agree service utility, warranty and experience
Service Provider
Negotiate and agree service utilitym warranty and experience.
Agree
Identify the correct phase of customer journey:
Customer
Procure and perform customer transition
Service Provider
Plan and execute provider transition activities
Onboard
Identify the correct phase of customer journey:
Customer
Consume service and engage in the service interaction
Service Provider
Provide service and engage in the service interaction
Co-Create
Identify the correct phase of customer journey:
Customer
harvest, track, monitor and validate value,evaluate journey
Service Provider
harvest, track, monitor and validate value,evaluate journey
Realize
allows a service provider to target a customer with specific needs/desires
Market Segmentation
Which segmentation method is based on the geographic, demographic, behavioural and psychographic of a customer?
Characteristic-Based
Which segmentation method is based on customer needs?
Needs-based
is a method of tracking service consumer behavior in order to understand consumers’ needs and to enable targeted marketing campaigns
Profiling
Risk assessments are conducted in which step of the customer journey?
Explore Step
Which supplier model manages all vendors and coordinates the SIAM function itself?
Retained Organization
Which supplier model provides all services as well as the SIAM function
Single Supplier
Which supplier model Provides the SIAM function and one or more delivery functions in addition to managing other vendors
Service Guardian
Which supplier model Provides the SIAM function and manages all the other suppliers, even though the vendor does not deliver any services to the organization
Separate Service Integrator
