Question 1

For a B2B company, what method would likely not help identify end users?

Accepted Answer

A)  linking all customer data across departments, particularly for front-line employees 
B)  allowing customers to choose a specifically tailored instruction manual or training program for the product 
C)  gathering individual information during a maintenance or service call 
D)  providing a convenient reordering method for replenishable supplies the product might consume 
A)  linking all customer data across departments, particularly for front-line employees 
B)  allowing customers to choose a specifically tailored instruction manual or training program for the product 
C)  gathering individual information during a maintenance or service call 
D)  providing a convenient reordering method for replenishable supplies the product might consume A

Question 2

According to Rashi Glazer, smart markets are blurring boundaries between:

Accepted Answer

A)  management and shareholders 
B)  firm and competitor 
C)  management and employees 
D)  firm and shareholders 
A)  management and shareholders 
B)  firm and competitor 
C)  management and employees 
D)  firm and shareholders C

Question 3

List and describe the kind of customer data needed to recognize and identify customers.

Accepted Answer

To recognize and identify customers, businesses typically need a variety of customer data. This can include basic information such as name, address, phone number, and email address. Additionally, businesses may also collect demographic information such as age, gender, and income level.

Behavioral data is also important for recognizing and identifying customers. This can include purchase history, browsing behavior, and interaction with the company's website or app.

Furthermore, businesses may also collect psychographic data, which includes information about customers' interests, values, and lifestyle. This can help businesses understand their customers on a deeper level and tailor their marketing and products accordingly.

Finally, businesses may also collect transactional data, such as payment information and order history, in order to track and identify individual customers.

Overall, a combination of basic information, demographic data, behavioral data, psychographic data, and transactional data is needed to effectively recognize and identify customers. This information can be collected through various channels such as online forms, purchase history, surveys, and customer interactions.

Question 4

Which of the following are not identification tasks?

Accepted Answer

A)  analyze 
B)  secure 
C)  link 
D)  collaborate 
A)  analyze 
B)  secure 
C)  link 
D)  collaborate

Question 5

An enterprise's best first step to identifying customers is:

Accepted Answer

A)  Make sure all departments have access to the identifying information a company already has, particularly front-line employees. 
B)  Take an inventory of all customer data available in any electronic format. 
C)  Get customers to identify themselves. 
D)  Develop a strong privacy protection policy. 
A)  Make sure all departments have access to the identifying information a company already has, particularly front-line employees. 
B)  Take an inventory of all customer data available in any electronic format. 
C)  Get customers to identify themselves. 
D)  Develop a strong privacy protection policy.

Question 6

Identify three industries that may have difficulty identifying their end-user customers. What makes identifying customers difficult in this industry? How would each industry approach identifying their end users?

Accepted Answer

1) Pharmaceutical Industry: The pharmace

Question 7

Establishing a trusting relationship in which a customer freely shares information with an enterprise will likely involve all of the following approaches except:

Accepted Answer

A)  ensuring the customer database is updated at least weekly 
B)  integrating data across departments 
C)  establishing the goal of zero latency 
D)  establishing a strong privacy protection policy 
A)  ensuring the customer database is updated at least weekly 
B)  integrating data across departments 
C)  establishing the goal of zero latency 
D)  establishing a strong privacy protection policy

Question 8

Name three reasons a customer might share information with a company-and three reasons why a customer might choose not to. Create a practical scenario in which a company successfully convinces a customer to share information freely.

Accepted Answer

Three reasons a customer might share inf

Question 9

Which of the following is the role of the "Internet of Things" as identified by Rashi Glazer?

Accepted Answer

A)  to help customers connect their private and public worlds 
B)  to help customers with smart products and help companies because the smart products talk to the company 
C)  to overcome the unwillingness of customers to give information 
D)  to connect all of a customer's products throughout her household or her office 
A)  to help customers connect their private and public worlds 
B)  to help customers with smart products and help companies because the smart products talk to the company 
C)  to overcome the unwillingness of customers to give information 
D)  to connect all of a customer's products throughout her household or her office

Question 10

Identify four tasks included in the definition of identifying customers. Describe each and provide a real-life application.

Accepted Answer

1. Researching potential customers: This

Question 11

The customer-centric company would gather customer information by:

Accepted Answer

A)  measuring average demand in groups of customers 
B)  measuring average demand based on customer-specific information 
C)  gathering customer-specific information 
D)  gathering customer-specific information and aggregate information 
A)  measuring average demand in groups of customers 
B)  measuring average demand based on customer-specific information 
C)  gathering customer-specific information 
D)  gathering customer-specific information and aggregate information

Question 12

The goal of identifying customers is:

Accepted Answer

A)  developing a trusting customer relationship 
B)  recognizing each customer as that customer at every contact 
C)  linking customer data points to provide a full picture of the customer 
D)  a and b 
E)  b and c 
A)  developing a trusting customer relationship 
B)  recognizing each customer as that customer at every contact 
C)  linking customer data points to provide a full picture of the customer 
D)  a and b 
E)  b and c

Question 13

What should be the primary goal of frequency marketing programs?

Accepted Answer

A)  to accumulate customer information by encouraging purchasers to identify themselves 
B)  to customize offerings to customers 
C)  to provide incentives to customers to gain purchasing loyalty 
D)  to establish a parity strategy 
A)  to accumulate customer information by encouraging purchasers to identify themselves 
B)  to customize offerings to customers 
C)  to provide incentives to customers to gain purchasing loyalty 
D)  to establish a parity strategy

Question 14

Which of the following companies would most likely have the easiest time recognizing customers at every interaction?

Accepted Answer

A)  telecommunications companies 
B)  retail banks 
C)  consumer packaged goods companies 
D)  car manufacturers 
A)  telecommunications companies 
B)  retail banks 
C)  consumer packaged goods companies 
D)  car manufacturers

For a B2B company, what method would likely not help identify end users?

According to Rashi Glazer, smart markets are blurring boundaries between:

List and describe the kind of customer data needed to recognize and identify customers.

Which of the following are not identification tasks?

An enterprise's best first step to identifying customers is:

Identify three industries that may have difficulty identifying their end-user customers. What makes identifying customers difficult in this industry? How would each industry approach identifying their end users?

Establishing a trusting relationship in which a customer freely shares information with an enterprise will likely involve all of the following approaches except:

Name three reasons a customer might share information with a company-and three reasons why a customer might choose not to. Create a practical scenario in which a company successfully convinces a customer to share information freely.

Which of the following is the role of the "Internet of Things" as identified by Rashi Glazer?

Identify four tasks included in the definition of identifying customers. Describe each and provide a real-life application.

The customer-centric company would gather customer information by:

The goal of identifying customers is:

What should be the primary goal of frequency marketing programs?

Which of the following companies would most likely have the easiest time recognizing customers at every interaction?

Evolution of Relationships With Customers and Strategic Customer Experiences

The Thinking Behind Customer Relationships That Leads to Good Experiences

Customer Relationships: Building Blocks of IDIC and Trust

Differentiating Customers by Value: Some Customers Are Worth More Than Others

Differentiating Customers by Their Needs

Interacting With Customers: Customer Collaboration Strategy

Customer Insight, Dialogue, and Social Media

Privacy and Customer Feedback

The Payoff of IDIC: Using Mass Customization to Build Learning Relationships

Optimizing Around the Customer: Measuring the Success of Customer-Based Initiatives and the Customer-Centric Organization

Using Customer Analytics to Build the Success of the Customer-Strategy Enterprise

Organizing and Managing the Profitable Customer-Strategy Enterprise, Part 1

Organizing and Managing the Profitable Customer-Strategy Enterprise, Part 2

Future proofing the Customer-Centric Organization

Filters

Exam 4: Identifying Customers

For a B2B company, what method would likely not help identify end users?

According to Rashi Glazer, smart markets are blurring boundaries between:

List and describe the kind of customer data needed to recognize and identify customers.

Which of the following are not identification tasks?

An enterprise's best first step to identifying customers is:

Identify three industries that may have difficulty identifying their end-user customers. What makes identifying customers difficult in this industry? How would each industry approach identifying their end users?

Establishing a trusting relationship in which a customer freely shares information with an enterprise will likely involve all of the following approaches except:

Name three reasons a customer might share information with a company-and three reasons why a customer might choose not to. Create a practical scenario in which a company successfully convinces a customer to share information freely.

Which of the following is the role of the "Internet of Things" as identified by Rashi Glazer?

Identify four tasks included in the definition of identifying customers. Describe each and provide a real-life application.

The customer-centric company would gather customer information by:

The goal of identifying customers is:

What should be the primary goal of frequency marketing programs?

Which of the following companies would most likely have the easiest time recognizing customers at every interaction?

Evolution of Relationships With Customers and Strategic Customer Experiences

The Thinking Behind Customer Relationships That Leads to Good Experiences

Customer Relationships: Building Blocks of IDIC and Trust

Differentiating Customers by Value: Some Customers Are Worth More Than Others

Differentiating Customers by Their Needs

Interacting With Customers: Customer Collaboration Strategy

Customer Insight, Dialogue, and Social Media

Privacy and Customer Feedback

The Payoff of IDIC: Using Mass Customization to Build Learning Relationships

Optimizing Around the Customer: Measuring the Success of Customer-Based Initiatives and the Customer-Centric Organization

Using Customer Analytics to Build the Success of the Customer-Strategy Enterprise

Organizing and Managing the Profitable Customer-Strategy Enterprise, Part 1

Organizing and Managing the Profitable Customer-Strategy Enterprise, Part 2

Future proofing the Customer-Centric Organization

Filters