Exam 11: Customer Relationship Management

The Bird of Paradise is one of the world's most attractive tropical flowers.When Josiah,who owns Joe's Flower Shop,knows he's receiving flowers from Hawaii,he emails all his customers whom he knows will like the flower and informs them of the expected shipment.Josiah's program is an example of:

Based on the following customer purchase data,which customer would have a higher lifetime value to the retailer?

When consumers explicitly tell the retailer not to use their personal information,they must _____.

Customer loyalty can be enhanced by creating an appealing brand image.

When customers join the Daily Needs Reward Zone,they receive one point on every purchase they make at Daily Needs stores and DailyNeeds.com.Reward Zone points are converted to reward certificates which can be redeemed for merchandise at Daily Needs stores or on DailyNeeds.com.Reward Zone Members also receive exclusive offers throughout the year and a "special reward" for their birthday.This strategy by Daily Needs is an example of _____.

_____ uses the data on recent purchases made by customers to evaluate the potential contribution of each customer segment.

_____ is a method often used in catalog and Internet channels to determine customer segments that a retailer should target for a promotion or send a catalog.

Which of the following statements correctly describes the practices regarding customer privacy in the U.S.?

_____ help in measuring a customer's CLV by using the data collected about customers.

CRM programs directed toward customers in the high-value segment:

Which of the following terms best describes the type of data analysis that focuses on the composition of products purchased by a customer during a single shopping trip?

Since Yolanda used _____ to analyze what her customers often buy together during a single store visit,she knows to place facial tissues by the cold medicine and Wonder bread by the Skippy Peanut Butter in her store.

Developing retail programs for small groups or individual customers is referred to as 1-to-1 retailing.

At La Rue Fashions,there is a certain customer who makes large purchases every Friday and returns everything two weeks later.In response,the manager recently created a policy and published it.It included specifics of the store's terms regarding returned merchandise stating that all tags must be intact;the clothing must not have been worn;and it must be returned within seven days to receive credit.Which of the following best describes the retailer's actions?

The objective of the CRM process is to:

Which of the following statements does NOT describe personalization implemented as a CRM program?

Frequent-shopper programs are expensive to implement and manage.

Which of the following is an inherent limitation associated with asking the customer for identifying information for building a customer database?

What are the four factors that limit the effectiveness of frequent-shopping programs?

Effective frequent-shopper programs are transparent.