Exam 11: Relationship Marketing and Customer Relationship Management Crm

Courtney is an automotive sales representative for Sherwin Williams and works exclusively with Toyota in order to deliver high levels of service and ensure that the products are performing as they should for Toyota.Since Courtney only has one customer account,she is classified as a:

The grassroots marketing approach relies on marketing strategies that are:

One of the main goals of internal marketing is to keep the employees informed about corporate goals,strategies,and customer needs.

It is essential for an organization to build and maintain internal partnerships in order to meet the needs of its external partnerships.

​Interactive television delivers valuable data on real consumer behavior and attitudes toward brands.

You own a manufacturing business in Texas,and you are concerned because a large percentage of your annual sales are dependent on about five large customers spread out across the country.You know that the life of your business rests on your continued success with these customers.So,you have decided to take a proactive approach to solidifying your relationship with these customers,and their satisfaction with your products and services.You are committed to improving and enhancing your relationships with these key customers. ​ ​Which of following actions should you take to solidify your relationship with these key customers?

Internal marketing involves selling products to employees of the firm at a discount.

A company trying to engage in a social interaction with the customers is at the _____ level of relationship marketing.

Firms with similar skills and resources form a partnership to reduce costs.

Your company has experienced quite a bit of volatility in its sales results over the last few years.The head of finance tells you that the volatility is the result of customer churn.You are planning to sell the business in a few years,so you want eliminate the volatility because it makes the business less desirable to a potential buyer. ​ ​Which of following should you pursue in order to eliminate some of your sales volatility?

A clothing brand allows its customers to interact with each other on their website so that the customers can share their views and opinions about the company's products.The company has also created a Web page on a social networking site where the customers can express their opinions.This type of marketing strategy is an example of _____.

Clayten Technologies has set up a sales team exclusively to serve one of its clients who account for a major share of its business.This strategy is an example of:

Match each item with the correct statement below. -_____ is the development,growth,and maintenance of cost-effective,high-value relationships with individual customers,suppliers,distributors,retailers,and other partners for mutual benefit over time.

What are the different methods employed by marketers to obtain customer feedback?

Match each item with the correct statement below. -_____ is a sales forecasting method that estimates future sales through statistical analyses of historical sales patterns.

A company that gathers volunteers to try products and then relies on them to share their experiences with friends and colleagues is adopting a frequency marketing approach.

A successful customer relationship management system reorganizes the business processes to deliver superior value to the customers by:

The service department of an automobile firm calls its customers regularly after service to check the performance of the car.This is an example of the first level of interaction in relationship marketing.

A company using exponential smoothing technique for forecasting their sales in 2015 is likely to award a 1.5 weight for sales data of 2015,2.0 weight for sales data from 2014,and 2.5 weight for the sales data from 2012.

Which of the following is a characteristic of transaction-based marketing?