1.Probably the best choice for most brands seeking to connect with mobile consumers in a landing environment is to employ... -Adaptive design -App store optimization -Responsive Design -Mobile web sites 2. Multimedia Messaging Service (MMS) has a higher opt-in rate than Short Message Service (SMS). O True False 3. A mobile marketing campaign cannot be successful without the advertiser developing their own app. True O False 4. What does CRM stand for? -Customer revenue management -Content relationship management -Content revenue management -Customer -relationship management 5. Which of the following are principles of CRM? -Activity -Accuracy -Frequency -Relevancy 6. Which of the following is the correct order of the steps on the ladder of loyalty? -Customer, suspect, prospect, client, advocate -Suspect, prospect, advocate, customer, client -Prospect, suspect, customer, client, advocate -Suspect, prospect, customer, client, advocate 7. Customer service has merged with marketing as it increasingly becomes a two-way conversation. True False 8. Which of the following are customer service principles? -Empathy -Integration -Responsiveness -Transparency 9. How can content engagement be measured? There may be more than one correct answer. - -Likes -Clicks -Response time -Downloads 10. What does 'first-contact resolution' mean? -A customer service issue being resolved by another customer -A customer service issue being resolved within the first minute -A customer service issue being resolved within one communication -A customer service issue being resolved by a chatbot3.