BCIS 1305: Quiz 13 Study Guide
_____ systems study customer behavior and perceptions to provide business intelligence.
Analytical CRM
_____ is the practice of marketing additional related products to customers based on a previous purchase.
Cross-selling
_____ is a CRM system that is hosted by an external vendor in the vendor's data center.
On-demand CRM
All CRM policies have two basic elements: identifying customer touch points and consolidating data about each customer.
True
In _____, company representatives use multiple communication channels to support their customers' communications preferences.
customer interaction centers
A(n) _____ is software that helps companies acquire and retain customers.
customer relationship management system
A customer physically enters a store and interacts with an employee. This is an example of a _______________.
touch point
Bundling is a form of up-selling, where a business sells a group of products together at a price that is lower than the combined individual prices of the products.
False
Low-end customer relationship management systems are designed for small enterprises that cannot afford more complex systems.
False
Up-selling is the practice of marketing additional related products to customers based on previous purchases.
False
_____ are simple tools for answering repetitive customer questions.
Frequently asked questions
is the component of an operational CRM system that automatically records all the aspects in a sales transaction process.
Sales force automation
Customer relationship management (CRM) is important for all organizations.
True
Properly designed CRM systems provide a single, enterprise-wide view of each customer.
True
The Web and point-of-sale terminals are examples of customer-touching CRM applications.
True
The biggest risk of open-source CRM is quality control.
True
The optimal result of an organization's CRM efforts is to maximize the number of high-value repeat customers while minimizing customer churn.
True
The complete data on a customer is called _____________.
a 360-degree view
Over time, the customer relationship with vendors has become more impersonal for all of the following reasons except:
customer relationship management systems were developed
The benefits of open-source CRM include all of the following except:
it has more functionality than in-house CRM systems