Questão Q3184575 - Língua Inglesa

Question

What is customer experience management? Customer experience management, often called CXM or CEM, is a system of marketingstrategies and technologies that focus on customer engagement, satisfaction, and experience. ACXM mindset prioritizes the orchestration and personalization of the entire end-to-end customerexperience and helps to do it at scale, on any channel, in real-time. CXM is often confused withcustomer relationship management, or CRM, due to the similarity that they have in some basicfunctionality. While there is some overlap, CXM isn’t a mere renaming of traditional CRM. Where CRM mostly deals with optimizing the internal processes of a business, CXM offers aneven more customer-centric approach in several ways—with new technologies, as well asprocesses, strategies, and design. CXM differs from traditional CRM in the technology itself: whileCRMs gather data through manual or batch entry, a true CXM will enable a real-time flow of datato offer deeper insights into customer preferences and behavior. A company that wants tobecome more customer-centric uses CXM to put processes in place to track, oversee, and planinteractions and engagements with customers. Customer experience management helps to achieve a deeper understanding of customers byproviding an enhanced view of customer behaviors and preferences and allowing companies tobuild personalized experiences. It drives loyalty and retention by delivering seamless customerjourneys and cultivating deeper, lasting relationships with customers through intelligent service,product recommendations, and loyalty incentives. It maintains a competitive edge by increasingthe win rate of offers and lowering service costs. It measures the success of initiatives bygathering and interpreting much larger volumes of data, which helps to make more informed,customer-centric business decisions. Effective customer experience management is more than just good optics or good PR. Bycentralizing your customers’ experiences and making technology feel more human, you createwin-win scenarios for you and your customers. Customer experience ______ (become) a criticaldifferentiator for all kinds of businesses in the competitive, hyperconnected global marketplace.While the result for a business might be seen in lead generation, conversions, or long-term brandloyalty, the customer also comes out a winner with rich, personalized experiences, increasedsatisfaction, and a rewarding relationship with the brand.(Available at: www.dynamics.microsoft.com/en-us/marketing/what-is-customer-experience-management-cxm/ – text specially adapted for this test). Why is the verb in line 15 “providing” in the gerund form?

Gran Questões · Accepted Answer

It is following a preposition.

Gran Questões · Answer

It is in a continuous tense structure.

Gran Questões · Answer

It is acting as an adjective.

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It is the subject of the sentence.

Gran Questões · Answer

It is following the verb “understand”, which is always followed by a gerund form.