MGT 265 FINAL ch12

In _____, company representatives use multiple communication channels to support their customers' communications preferences. telesales rooms group decision support rooms videoconferencing centers sales team meetings customer interaction centers

customer interaction centers

CRM means that a company should interact with its customers as a group. True False

false

For purposes of efficiency, customer data are best stored in the functional areas of the organization. True False

false

Over time, the customer relationship with vendors has become more personal.

false

Which of the following allows customers to connect to a company representative and conduct an instant messaging session? information help desk live chat customer interaction center teleconference videoconference

live chat

In the past, customer data have been located all over the company, typically in the functional areas.

true

One problem with interacting with customers over the Web is that the company does not have an opportunity to make a good first impression in person.

true

Properly designed CRM systems provide a single, enterprise wide view of each customer. True False

true

Sales force automation is a customer-facing application.

true

You are in the market for a small economy car. The salesperson has you drive the economy car, and then hands you the keys to a mid-sized car of the same brand for you to drive. The salesperson is engaged in: up-selling cross-selling bundling customer relationship management customer intimacy

up-selling

_____ is a form of _____. Up-selling, re-selling Bundling, cross-selling Up-selling, bundling Cross-selling, re-selling Re-selling, additional selling

Bundling, cross-selling

A check-in kiosk at the airport is which type of CRM application? Inbound telesales Customer-touching Outbound telesales Sales

Customer-touching

Which of the following statements is false? Data consolidation and a 360-degree view mean the same thing. Data about customers in various functional areas were difficult to share. Collaborative CRM systems enable customers to provide direct feedback to the organization. CRM systems use a data warehouse to make all customer data available to every unit of the business. Organizations can use blogs for customer input about their products and services.

Data consolidation and a 360-degree view mean the same thing.

_____ are simple tools for answering repetitive customer questions. Personalized Web pages Customized products and services Frequently asked questions E-mail systems Automated Section reference 1 systems

Frequently asked questions

Potential problems with on-demand CRM include all of the following except: It increases costs for the organization. The vendor could prove unreliable. It is difficult to modify hosted software. It may be difficult to integrate hosted software with existing software in the organization. Giving strategic data to a vendor is risky.

It increases costs for the organization.

_____ is the component of an operational CRM system that automatically records all the aspects in a sales transaction process. Inbound telesales Outbound telesales Sales team efforts Sales force automation The customer help desk

Sales force automation

Haya noticed that college students needed to dress up for presentations but never seemed to have any ties, or at least not very nice ones. She decided she was going to set up a tie store on her campus and offer sports themed ties as well as solid colored ties in her school colors. She can put an announcement on the school's monitors that would display in the dining halls and student union. Which of the following should Haya focus on during her first month of operation? Search/comparison capabilities on a web site Personalized experiences to make a purchase on a web site Customization of ties You Answered FAQs A loyalty program

A loyalty program

Refer to IT's About Business 12.3 - Starbuck's Loyalty Program Goes Mobile: Which of the following is true? Organizations can ignore social media. Organizations only need to be followed on Tweeter to be effective. An organization has to act on posts about itself on Tweeter and Facebook. Tweeter is the only way to monitor customer experiences

An organization has to act on posts about itself on Tweeter and Facebook.

_____ creates statistical models of customer behavior and the value of customer relationships over time. CRM Analytical CRM Operational CRM Collaborative CRM Transactional CRM

Analytical CRM

_____ examines customer data in detail for designing and executing targeted marketing campaigns. CRM Analytical CRM Operational CRM Collaborative CRM Transactional CRM

Analytical CRM

_____ systems provide interactive communication with the customer throughout the organization. You Answered CRM Collaborative CRM Operational CRM Analytical CRM Transactional CRM

Collaborative CRM

Refer to Closing Case #2 - British Gymnastics: Which of the following is false about British Gymnastics CRM efforts? British Gymnastics automated its member management system before it considered doing a CRM. Sage CRM is customizable which was a key feature British Gymnastics needed. The Sage CRM system integrates with the British Gymnastic Web site. The Sage CRM is Web-based. If British Gymnastics continues to grow at the present rate, it will need to implement a new CRM.

If British Gymnastics continues to grow at the present rate, it will need to implement a new CRM.

Which of the follow statements concerning customer interaction centers (CIC) is false? A call center is an example of a CIC. A Help Desk is an example of a CIC. In outboard telesales, the salesperson contacts the customer. In inboard telesales, the customer calls the CIC. Live chat provides an advantage over telephone conversations.

In inboard telesales, the customer calls the CIC.

Refer to IT's About Business 12.2 - Tweet for Immediate Customer Service: What attributes of Twitter makes the service so valuable customers looking for customer service? The tweet can be erased by the company. Customers are able to vent. The tweet complaint is public. Tweeter is the only way to monitor customer experiences

The tweet complaint is public.

The complete data on a customer is called: a profile a record a 360-degree view a file a consolidated customer map

a 360-degree view