Coding unstructured questions is relatively simple, since the response options are predetermined

An integrated direct-response promotion is most likely to be effective if

A. it is used by a nonprofit organization rather than a firm. B. other elements of the promotion blend are not integrated. C. it involves one-way communications between a firm and its target customer. D. it relies on a CRM database to target specific individuals.

Which one of the following is NOT a responsibility of the service transition stage of the service lifecycle?

A. To ensure that a service can be managed and operated in accordance with constraints specified during design B. To design and develop capabilities for service management C. To provide good-quality knowledge and information about services D. To plan the resources required to manage a release