Exam 3: Customer Relationship Management Crm and Building Partnerships

Mutual loyalty occurs when both buyer and seller are committed to each other and avoid behaviors that may damage the relationship.

The set of products that a customer is responsible for selling is known as __________.

Deliverability involves using data stored about a particular customer or customer group; helps send the particular customer information and promotional material when the data suggests the customer will be interested in a purchase.

A __________ refers to points in time when the customer and the company come together, either personally or virtually.

All types of exchanges are accompanied by some type of governance. __________ is governed by contracts.

__________ requires a longer-term focus, thus salespeople develop relationships that generate repeated transactions. These relationships require higher levels of trust, since the switching costs are increased due to greater dependence.

__________ represents the proportion of e-mail sent that is successfully delivered to the intended recipient.

Strategic partnerships lie at the low end of the relationship involvement (exchange) continuum.

Which of the following is not a benefit of sales force automation (SFA)?

One fact of all relationships is that sometimes one firm may take advantage of another firm, which is known as __________.

__________ lie at the opposite high end of the relationship involvement (exchange) continuum.

Dealing with different groups of customers by offering a unique product for each group refers to __________.

Relational selling can be more adversarial than cooperative. Price becomes a key consideration-neither the salesperson nor the customer is looking for much beyond the immediate transaction, and issues like service after the sale are relatively less important.

The net positive worth resulting from participation in exchange is known as customer value.

A pattern of controlling and perhaps acquiring assets and resources at different levels of the marketing channel is known as __________.

Marketing automation systems use computer technology to integrate all aspects of marketing.

__________ is viewed in the middle of the relationship involvement (exchange) continuum.

In relational selling buyers and sellers remain independent, and each transaction is conducted as a new event.

Customer share refers to the monetary amount representing the worth of a customer to a firm over the foreseeable life of a relationship.

__________ exhibit high levels of collaboration among partners, equality, shared vision, benefits and goals, and high levels of trust.