FiltersDone

Question type

Essay

Multiple Choice

Short Answer

True False

Matching

Exam 15: Customer Relationship Management

Show Answer

Share

---

All types

Filters

Study FlashcardsPractice ExamLearn

Question 1

Essay

Review LaterAdd Note

Review Later

You would like to develop a customer relationship management (CRM)for your specialty leather goods store and have started the process of developing this system. You have identified your current customers and understand how these customers interact with your business. You are in the process of gathering customer information using customer purchase history, your customer loyalty program, and customer surveys. What are the next steps in your pursuit of establishing a CRM program?

Correct Answer

verified

Your next step in the process is to stor...

View Answer

Show Answer

Question 2

Short Answer

Review LaterAdd Note

Review Later

The most obvious use of CRM data is to tailor ________ to match customer profiles, such as when a grocery store offers discounts on gasoline purchases for members of its loyalty-card program.

Correct Answer

verified

Show Answer

Question 3

Multiple Choice

Review LaterAdd Note

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

Which measure of customer service effectiveness focuses on trends in repeat buying from current customers?

How do customer relationship management (CRM)technologies assist marketers?

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

Customer relationship management is an overall strategy that unifies a company's activities with the goal of achieving customer satisfaction through the right actions, attitudes, and systems.

In the GAP Model, the distance between what customers expect and what a company thinks they expect occurs in

Your family owns and operates a horse farm where you board horses, provide riding lessons, and have a small retail operation where you sell saddles, horse food and other specialty products. When looking at the effectiveness of your CRM program what criteria can you use to determine if your CRM program is working?

The perceived benefits, both monetary and nonmonetary, that a customer receives from a product compared to the cost associated with obtaining it is referred to as

Which data analysis tool allows firms to monitor the actual costs of doing business with customers to ensure that it is focusing on the most profitable customers?

Which performance metric measures how many shipments are delivered per the requested delivery date?

________ ________ involves the computerized search for meaningful trends in a large amount of data.

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?

Soon after Arturo purchased his new vehicle, he received an e-mail from the company thanking him for his purchase and explaining all the features of his new car. The e-mail also contained a link to the company's 100,000 mile club where customers who have had their vehicles for more than 100,000 miles share stories about positive experiences with the brand. By sending this e-mail, the firm is most likely attempting to

On-time delivery measures how many shipments are shipped on time.

Customer service activities are comprised of both human methods and ________ methods.

When a firm measures the accuracy and timeliness of the information fed back to a customer concerning product availability and delivery dates, it is measuring customer communication at what point?

A key element of clientelling is empowering salespersons to provide an exceptional experience for the customer.

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 ________ ________ ________.