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Exam 15: Customer Relationship Management

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Question 21

Multiple Choice

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The data analysis technique that involves creating customer profiles based on demographic characteristics, purchase patterns, and other criteria, and placing them into various categories is called

A) customer segmentation analysis.
B) recency-frequency analysis.
C) demographic value analysis.
D) predictive modeling.
E) lifetime value analysis.

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Question 22

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The metric that measures the ability of the order system to react to customer orders is the

A) perfect order rate.
B) order cycle time.
C) accuracy rate.
D) on-time delivery.
E) item fill rate.

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Question 23

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Customer-driven companies strive to delight, rather than simply satisfy, their customers.

What is the customer service objective that involves ensuring customers can depend on receiving a good or service within a stated lead time and that there will be no problems with the order?

The ultimate goal of delivering superior customer service is to increase ________ ________.

The order cycle is a firm's ability and willingness to provide fast service, answer customer inquiries, and resolve problems.

Anya is a frontline employee at The Stafford Hotel. When customers are unsatisfied, she is able to handle many of the problems herself, without getting permission from her supervisors. As a result, Anya feels more satisfied with her job because of the freedom she has to problem solve on her own. The Stafford has done a good job of

According to your text, what is a major part of ease of doing business?

If the items ordered are worth $15,450, and the items shipped are worth $13,998, then the dollar fill rate is approximately 91 percent.

A strategy that focuses on attracting, maintaining, and enhancing customer relationships, thus building brand loyalty, is called ________ marketing.

A ________ point is any point at which a customer and the company come into contact.

Rhea ordered a textbook online from Amazon for class next week. She is hoping that it will arrive in time before class on Monday. Amazon sent her a tracking number so she could follow the package on the UPS website. The tracking number is showing that the textbook will arrive by Saturday evening. Rhea has been able to make plans to be home when it arrives. This form of communication is called ________ communication.

A company's emphasis on customer satisfaction develops as a consequence of a ________ orientation.

What are the common objectives employees should follow if a firm wants to establish a customer service strategy?

Which of the following is not a requirement necessary to constitute a perfect order?

Cognitive dissonance is also referred to as buyer's remorse.

What metric judges the reliability of the order system, and determines that the failure to meet all of its requirements results in a score of zero?

Firms that establish effective inventory management policies, perform accurate sales forecasts, and maintain effective transportation and distribution operations are adhering to the customer service objective of

What is the best source of information about in-person customer interactions and is particularly helpful in gathering specific customer information such as contact information and purchase preferences?

What is one of the four common objectives listed in your text for all employees when building an effective customer service strategy?