Exam 10: Customer Relationship Management

CRM can allow organizations to identify which customers have stopped purchasing products or services from the organization so that the organization can target those former customers for future promotions and/or perhaps to investigate why they stopped purchasing in the first place.The CRM attribute is called:

All of the following are required elements for the development of an effective CRM initiative EXCEPT:

Customer service elements can be classified into three elements.What are those three classifications? Briefly describe each.

Which of the following are required elements of an effective CRM initiative?

The use of quick response codes (QR Codes)to retrieve marketing information is a type of:

Users in a company can retrieve and study a large amount of information about consumers by housing that information in a centralized database that is commonly referred to as a:

According to the textbook,which of the following statements is TRUE?

Since many companies do not have the knowledge,resources (money/people),or capability of building an infrastructure to support a CRM program,many companies have chosen to outsource this responsibility to a(n):

When integrating new CRM modules,it is important that compatible CRM modules are linked to a(n):

Future trends in CRM include coping with the delicate issue of privacy,utilization of social media,and utilization of cloud computing.

When web sites suggest other items for purchase based on already purchased items,this is an example of Clickstream Selling.

According to the textbook,a performance measurement type for CRM would include:

You are a manager at Sunnydale Appliances.A customer who recently purchased a dishwasher contacts you with a problem and requests warranty information.According to the text,this is an example of:

What are three of the recent trends in CRM?

According to the text,in logistics,a "perfect order" occurs when:

Which of the following customer service elements can be classified as examples of pre-transaction elements?

Your top sales executive leaves your company to work for a competitor.Fortunately,all of her notes regarding prior dealings with customers have been captured in a:

Companies that provide on-demand applications are often referred to as data warehouses.

You work for a company that segments customers by demographic information markets specifically to those customers who are located in the Los Angeles area.This is an example of:

As customers navigate through a website CRM software can record and analyze the customer's clickstream so website images and ads can be tailored to the needs and desires of that individual customer.