Exam 10: Customer Relationship Management

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:

Up until now CRM has been very effective for most companies because it has focused on building customers' trust and loyalty, ultimately building a strong relationship with the customer through programs that make it easy for the customer to return products and get information from people inside the organization.

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

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.

Which of the following is a method that organizations typically use in attempting to effectively manage the relationships between the organization and its customers at the customer service level?

It is best to integrate information about and results relating to marketing efforts like customer loyalty programs, frequent user cards, and credit card applications within an organization.Integrating the efforts of these programs between employees and an organization's IT systems (data warehouses) can help managers make more informed customer-focused decisions.

Sales force automation products help salespeople better manage their accounts, their business opportunities, and communications while away from the office.

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

Private clouds allow corporate users to internally manage their data centers.

Companies work very hard to reduce the number of their present customers which never return.This customer defection is often referred to as:

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

The online retailer Ecatalog.com has decided to send consumers of the new John Grisham book an e-mail with suggestions for books with similar themes and has also offered them a 20% discount if those suggested books were purchased.This type of marketing/promotion is an example of:

While a company's Internet presence may be desirable for finding information or conducting product transfers, touching products and talking face-to-face with company representatives remains an integral part of the supplier-customer interface.

The element of a CRM program in which a customer's lifetime value is calculated is referred to as:

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

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:

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):

In general, companies avoid social media sites since they rarely are able to find useful information about customer opinions via blogs and social networking sites.

Because integrated supply chains require good suppliers to act as good supply-chain customer partners, CRM programs should include first-tier customer training and education to ensure proper use of purchase products.

All of the following are requirements for designing and implementing a successful CRM program EXCEPT: