Question 1

What are customer-relationship management systems?

Accepted Answer

With business information systems-especially over the Internet-companies are receiving volumes of customer-related data. These data include personal, Internet, process, and customer preference information. As a result, systems have been created to mine these data to improve customer service and retention. These systems are called customer-relationship management systems (CRMS). CRMS use data to manage the three phases of customer-relationship management. These three phases are acquisition, retention, and enhancement.

Question 2

________ results from agreement between marketing and operations as to which customers add the greatest advantage and profits over time.

Accepted Answer

A)  Customer segmentation 
B)  Customer-relationship management 
C)  Reactive customer-driven quality 
D)  Actively solicited customer-feedback 
E)  Customer rationalization 
A)  Customer segmentation 
B)  Customer-relationship management 
C)  Reactive customer-driven quality 
D)  Actively solicited customer-feedback 
E)  Customer rationalization E

Question 3

A(n) ________ relationship is one in which the customer provides a long-term, steady income stream to the provider.

Accepted Answer

A)  perpetual 
B)  annuity 
C)  active 
D)  rational 
E)  passive 
A)  perpetual 
B)  annuity 
C)  active 
D)  rational 
E)  passive B

Question 4

________ are also known as end users.

Accepted Answer

A)  External 
B)  Internal 
C)  Capital 
D)  Primary 
E)  Secondary 
A)  External 
B)  Internal 
C)  Capital 
D)  Primary 
E)  Secondary

Question 5

Internal customers are the bill-paying receivers of a company's work.

Accepted Answer

A) True 
 B)False

Question 6

Customer ________ is measured as the percentage of customers who return for more service.

Accepted Answer

A)  approval 
B)  feedback 
C)  satisfaction 
D)  retention 
E)  response 
A)  approval 
B)  feedback 
C)  satisfaction 
D)  retention 
E)  response

Question 7

What are the three phases of customer-relationship management?

Accepted Answer

A)  satisfaction, feedback, and retention 
B)  satisfaction, acquisition, and transition 
C)  response, feedback, and enhancement 
D)  acquisition, retention, and enhancement 
E)  response, transition, and acquisition 
A)  satisfaction, feedback, and retention 
B)  satisfaction, acquisition, and transition 
C)  response, feedback, and enhancement 
D)  acquisition, retention, and enhancement 
E)  response, transition, and acquisition

Question 8

________ includes all supplier-initiated contact with customers.

Accepted Answer

A)  Customer-relationship management 
B)  Supplier rationalization 
C)  Single sourcing 
D)  Customer segmentation 
E)  Actively solicited customer feedback 
A)  Customer-relationship management 
B)  Supplier rationalization 
C)  Single sourcing 
D)  Customer segmentation 
E)  Actively solicited customer feedback

Question 9

Differentiate between internal and external customers.

Accepted Answer

Internal customers are employees receivi

Question 10

The external customers are the ultimate people the company is trying to satisfy with its work.

Accepted Answer

A) True 
 B)False

Question 11

Gathering data through customer comment cards is an example of a(n) ________ data gathering.

Accepted Answer

A)  active 
B)  open 
C)  rational 
D)  passive 
E)  closed 
A)  active 
B)  open 
C)  rational 
D)  passive 
E)  closed

Question 12

What does segmenting markets involve?

Accepted Answer

A)  distinguishing expected service and perceived service 
B)  distinguishing customers according to common characteristics 
C)  analyzing the management perceptions of consumer expectations 
D)  distinguishing service quality specs and service delivery 
E)  analyzing the external methods to communicate with customers 
A)  distinguishing expected service and perceived service 
B)  distinguishing customers according to common characteristics 
C)  analyzing the management perceptions of consumer expectations 
D)  distinguishing service quality specs and service delivery 
E)  analyzing the external methods to communicate with customers

Question 13

To be effective, a guarantee should be conditional.

Accepted Answer

A) True 
 B)False

Question 14

Which of the following is not a design aspect to customer-relationship management?

Accepted Answer

A)  corrective action 
B)  guarantees 
C)  feedback 
D)  cost 
E)  complaint resolution 
A)  corrective action 
B)  guarantees 
C)  feedback 
D)  cost 
E)  complaint resolution

Question 15

Guarantees should be designed prior to beginning business.

Accepted Answer

A) True 
 B)False

Question 16

What is the function of a focus group?

Accepted Answer

A focus group allows a supplier to gathe

Question 17

The three phases of customer-relationship management systems are response, transition, and feedback.

Accepted Answer

A) True 
 B)False

Question 18

What are the components and activities associated with the complaint resolution process?

Accepted Answer

The first component is to compensate peo

Question 19

Many companies use single sourcing as a way to increase the number of suppliers.

Accepted Answer

A) True 
 B)False

Question 20

The aspect of customer-relationship management asserts that he or she is a valued asset to be managed.

Accepted Answer

A) True 
 B)False

What are customer-relationship management systems?

________ results from agreement between marketing and operations as to which customers add the greatest advantage and profits over time.

A(n) ________ relationship is one in which the customer provides a long-term, steady income stream to the provider.

________ are also known as end users.

Internal customers are the bill-paying receivers of a company's work.

Customer ________ is measured as the percentage of customers who return for more service.

What are the three phases of customer-relationship management?

________ includes all supplier-initiated contact with customers.

Differentiate between internal and external customers.

The external customers are the ultimate people the company is trying to satisfy with its work.

Gathering data through customer comment cards is an example of a(n) ________ data gathering.

What does segmenting markets involve?

To be effective, a guarantee should be conditional.

Which of the following is not a design aspect to customer-relationship management?

Guarantees should be designed prior to beginning business.

What is the function of a focus group?

The three phases of customer-relationship management systems are response, transition, and feedback.

What are the components and activities associated with the complaint resolution process?

Many companies use single sourcing as a way to increase the number of suppliers.

The aspect of customer-relationship management asserts that he or she is a valued asset to be managed.

Differing Perspectives on Quality

Quality Theory

Global Supply Chain Quality and International Quality Standards

Strategic Quality Planning

The Voice of the Market

Quality and Innovation in Product and Process Design

Designing Quality Services

Managing Supplier Quality in the Supply Chain

The Tools of Quality

Statistically Based Quality Improvement for Variables

Statistically Based Quality Improvement for Attributes

Six Sigma Management and Lean Tools

Managing Quality Improvement Teams and Projects

Implementing and Validating the Quality System

Filters

Exam 5: The Voice of the Customer

What are customer-relationship management systems?

________ results from agreement between marketing and operations as to which customers add the greatest advantage and profits over time.

A(n) ________ relationship is one in which the customer provides a long-term, steady income stream to the provider.

________ are also known as end users.

Internal customers are the bill-paying receivers of a company's work.

Customer ________ is measured as the percentage of customers who return for more service.

What are the three phases of customer-relationship management?

________ includes all supplier-initiated contact with customers.

Differentiate between internal and external customers.

The external customers are the ultimate people the company is trying to satisfy with its work.

Gathering data through customer comment cards is an example of a(n) ________ data gathering.

What does segmenting markets involve?

To be effective, a guarantee should be conditional.

Which of the following is not a design aspect to customer-relationship management?

Guarantees should be designed prior to beginning business.

What is the function of a focus group?

The three phases of customer-relationship management systems are response, transition, and feedback.

What are the components and activities associated with the complaint resolution process?

Many companies use single sourcing as a way to increase the number of suppliers.

The aspect of customer-relationship management asserts that he or she is a valued asset to be managed.

Differing Perspectives on Quality

Quality Theory

Global Supply Chain Quality and International Quality Standards

Strategic Quality Planning

The Voice of the Market

Quality and Innovation in Product and Process Design

Designing Quality Services

Managing Supplier Quality in the Supply Chain

The Tools of Quality

Statistically Based Quality Improvement for Variables

Statistically Based Quality Improvement for Attributes

Six Sigma Management and Lean Tools

Managing Quality Improvement Teams and Projects

Implementing and Validating the Quality System

Filters