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Exam 15: Customer Relationship Management

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Question 41

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Customer ________ analysis involves creating customer profiles based on demographic characteristics, purchase patterns, and other criteria, and placing them into various categories.

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Question 42

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There is a general discomfort with invasion of privacy among consumers. To guard against a breach of security, CRM systems must have ________ in place to prevent hacking and protect the privacy of customers.

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Question 43

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The Cascade Oaks Mall uses a software that tracks its customers' shopping patterns at different stores within the mall. The mall then uses this software to send coupons to customers for the stores where they frequently shop. This mall is engaging in

The first step in the customer relationship management process is to

Any point at which a customer and the company come into contact is called a ________ point.

Brandi ordered a new swimsuit online. Once the order was complete, the company sent her an e-mail with a link to the shipping status of her order. Brandi could use this link at any time to see exactly where her package was in the delivery process. This is an example of ________ ________ communication.

A company can determine the value of its CRM program by calculating its

Which company most likely has a philosophy that elevates customer service to the highest level?

Alton ordered an official NFL jersey for his son's birthday and is hoping it will arrive on time. Luckily, the company sent him the FedEx tracking number of the package so Alton can track the package and know exactly when it will arrive. This form of customer communication is referred to as ________ communication.

The mechanism that filters large amounts of information about many consumers' previous purchases that may be related in some way in order to predict consumer preferences is known as

According to your text, the ultimate goal of delivering superior customer service is to

According to your text, the ultimate goal of achieving customer satisfaction is to

Performance measurements, also known as ________, allow companies to assess whether or not they are doing a good job servicing their customer.

A manufacturer of custom cabinetry relies on timely delivery from its wood supplier in order to produce its products. The company would like to have its shipment of wood delivered all at once, but it often comes in multiple shipments. While this is not usually a problem and the manufacturer is generally happy with its supplier, it has found another supplier that will deliver the wood in one shipment. Because of this, the manufacturer has decided to switch suppliers. This is an example of how

Companies achieve customer ________ when they meet the needs and expectations their customers have for their goods or services.

The two methods that encompass customer service activities are

While poor customer service is almost guaranteed to frustrate customers, having good customer service will always make customers happy.

Customer relationship management is a(n)________ process, meaning that the firm repeats the sequence of steps as necessary to reach the desired result.

Firms develop a reputation for reliability by establishing effective inventory management policies, performing accurate sales forecasts, and maintaining effective transportation and distribution operations.

Haley just purchased a membership at local health club. On the way home, she heard a radio commercial for a competing health club and thought it sounded really good. Now Haley is questioning whether or not she made the right decision. Haley is experiencing