FiltersDone

Question type

Essay

Multiple Choice

Short Answer

True False

Matching

Exam 12: Customer Relationship Management

Show Answer

Share

---

All types

Filters

Study FlashcardsPractice ExamLearn

Question 1

True/False

Review LaterAdd Note

Review Later

CRM systems focus on marketing to masses of people.

Correct Answer

verified

Show Answer

Question 2

True/False

Review LaterAdd Note

Review Later

The basic idea of CRM is to treat all customers in the same way.

Correct Answer

verified

Show Answer

Question 3

True/False

Review LaterAdd Note

In the past, customer data have been located all over the company, typically in the functional areas.

Mobile CRM systems are targeting customers through their laptops.

AT&T sells telephone services that include local and long-distance service, voice mail service, caller ID, and digital subscriber line access to the Internet. This is a form of _____________.

Haya noticed that college students needed to dress up for presentations but never seemed to have any ties, or at least not very nice ones. She decided she was going to set up a tie store on her campus and offer sports themed ties as well as solid colored ties in her school colors. Haya begins collecting data about her customers by having them sign up for Promotional E-mails at her store. She collects their names and e-mail address on her form and keeps track of their purchases as well. She does some work with the data to understand what her customer behaviors are. That work would be considered ________________-.

Today, customers are becoming increasingly powerful.

CRM means that a company should interact with its customers as a group.

_____ is the practice of marketing additional related products to customers based on a previous purchase.

Haya noticed that college students needed to dress up for presentations, but they never seemed to have any ties, or at least not very nice ones. She decided to set up a tie store on her campus and offer sports-themed ties as well as solid colored ties in her school colors. She can put an announcement on the school's monitors that would display in the dining halls and student union. Haya needs to implement her operational CRM before she can have an analytical CRM.

_____ is a sales strategy which the business person will provide customers the opportunity to purchase higher-value related products.

Operational CRM systems support the front-office business processes that directly interact with customers.

Haya noticed that college students needed to dress up for presentations but never seemed to have any ties, or at least not very nice ones. She decided she was going to set up a tie store on her campus and offer sports themed ties as well as solid colored ties in her school colors. With the prime presentation time of the semester coming up, she decides to offer a sports tie and a colored tie as a set at a discounted price. This is called __________

Haya noticed that college students needed to dress up for presentations but never seemed to have any ties, or at least not very nice ones. She decided she was going to set up a tie store on her campus and offer sports themed ties as well as solid colored ties in her school colors. She can put an announcement on the school's monitors that would display in the dining halls and student union. Which of the following should Haya focus on during her first month of operation?

_____ examines customer data in detail for designing and executing targeted marketing campaigns.

_____ occurs when a business sells a group of products or services together at a lower price than the combined individual prices of the products.

_____ creates statistical models of customer behavior and the value of customer relationships over time.

Haya noticed that college students needed to dress up for presentations but never seemed to have any ties, or at least not very nice ones. She decided she was going to set up a tie store on her campus and offer sports themed ties as well as solid colored ties in her school colors. She started offering a "punch card" promotion -- buy three ties and get the fourth one for half off. This "punch card" promotion is a form of

For purposes of efficiency, customer data are best stored in the functional areas of the organization.

Which of the following statements is false?