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Exam 10: Customer Relationship Management

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Question 1

Multiple Choice

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The use of quick response codes (QR Codes) to retrieve marketing information is a type of:​

A) Geographic marketing
B) Target marketing
C) Customer churn
D) Mobile marketing

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Question 2

Multiple Choice

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Which of the following is a U.S.law which requires compliance by all firms engaged in handling customer information:

A) The Customer Loyalty Law
B) The Data Protection Act
C) The Internet Privacy Law
D) The U.S. Patriot Act

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Question 3

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Sales force automation products help salespeople better manage their accounts,their business opportunities,and communications while away from the office.​

Which of the following is one of the most basic and very important activities of CRM?​

Cloud computing is a term used to describe how a customer navigates a website.​

Training managers and users in the key customer contact areas can help the firm decide what customizations to the CRM applications are required.​

Which of the following are required elements of an effective CRM initiative?​

All of the following are recommended for designing and implementing a successful CRM program EXCEPT:

Cloud based CRM services are particularly useful for:

The element of a CRM program involved with the use of data-mining software and customer behavior analytics is:​

The textbook describes a perfect order as one in which all of seven of the rules in the "Seven Rs Rule" are satisfied.List of five of the seven R's.

Users in a company can retrieve and study a large amount of information about consumers by housing that information in a centralized database that is commonly referred to as a:

Segmenting customers on the basis of things like products purchased,sales history,demographic information,and desired product features can dilute the results of a CRM program; segmenting customers should be avoided.​

Up until now CRM has been very effective for most companies because it has focused on building customers' trust and loyalty,ultimately building a strong relationship with the customer through programs that make it easy for the customer to return products and get information from people inside the organization.​

The three inputs for calculating Customer Lifetime Value are Average Annual Sales,Expected Lifetime and Forecasted Sales.​

The objectives of any CRM initiative should be focused on what the company can reasonable achieve.​

Companies that provide on-demand applications are often referred to as data warehouses.​

Through the use permission marketing programs,customers are allowed to select the type of communications companies can make with them.Actually,customers can even choose to be completly eliminated from both e-mail and traditional mailing lists.​

All of the following are required elements for the development of an effective CRM initiative EXCEPT:​

In general,companies avoid social media sites since they rarely are able to find useful information about customer opinions via blogs and social networking sites.​