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Exam 14: Customer Relationship Management

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Question 61

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A company initiates the CRM process by identifying its current customers.

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Question 62

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Customer-driven companies strive to delight,rather than simply satisfy,their customers.

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Question 63

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Placing an order for a product on a company's web page is a(n) _______ method for direct customer interaction.

Customer _____ analysis involves creating customer profiles based on demographic characteristics,purchase patterns,and other criteria,and placing them into various categories.

What is the customer service objective that involves ensuring customers can depend on receiving a good or service within a stated lead time and that there will be no problems with the order?

The concept of empowerment means

Anything a company does that directly touches the customer falls under the realm of _____ _____.

Which of the following is not a common objective listed in your text for all employees when building an effective customer service strategy?

_______ is the ability of a company to deliver a good or service by the time a customer expects to have it available for sale or consumption.

The function that takes in orders,checks stock for availability,and prints tickets for warehouse workers to reference as they select products from warehouse locations occurs during which stage of the order cycle?

The _____ _____ is a marketing strategy that reflects the idea that a firm's long-term success must include a company-wide effort to satisfy customer needs and wants.

The process by which companies get new customers,keep the customers they already have,and grow the business by increasing their share of customers' purchases is referred to as

What metric measures the percentage of the total number of items on the order that the firm shipped on time?

An order has a total of 625 items (worth $17,000) and the firm ships 545 of the items (worth $13,000) on time.What is the item fill rate?

If there are 325 items on an order and the firm ships 318 of the items on time,the item fill rate is _______ percent.

Customer ________ refers to the perceived benefits,both monetary and nonmonetary,that a customer receives from a product compared to the cost associated with obtaining it.

_____ is a technique that uses GPS to build a virtual fence around a location,such as a store,and send individually targeted advertisements to a customer's phone while he or she is in the location.

Ideally,firms would like the order cycle time to be _______.

A company that personalizes service by tailoring product information for individual customers in order to provide an exceptional,personalized shopping experience is practicing

Janie ordered a boxed DVD set online for her friend's birthday and she is hoping it will arrive on time.Luckily,the company sent her the UPS tracking number of the package so Janie can track the package and know exactly when it will arrive.This form of customer communication is referred to as