Supply Chain Chapter 11 Questions
Companies need a Customer Relationship Management program in order to? -Acquire New Customers -Meet the Changing Expectations of Customers -All of these answer choices are correct -Retain their Existing Customers -None of the other answer choices are correct
All of these answer choices are correct
Which of the following is NOT one of the key tools and components of CRM?
Generalizing Customer Communications
You are a manager at Sunnydale Appliances. A customer who recently purchased a dishwasher contacts you with a problem and request warranty information. This is an example of? -Customer churn -Pre-transaction customer service -Post-transaction customer service -Customer management
Post-Transaction customer service
Which of the following is a required element of an effective CRM initiative? -Preserving a traditional sales force that communicates with the supply-chain via a traditional paper document/contract system -All of these answer choices are correct -Segmenting customers -Sending out promotional materials by e-mail to a large random group of a potential customers -None of the other answer choices are correct
Segmenting Customers
Customer Relationship Management includes such key tools and components as, customer segmentation, target marketing, and personalized customer communications
TRUE
Through the use permission marketing programs, customers are allowed to select the type of communications companies can make with them, and even choose to be completely eliminated from both e-mail and traditional mailing lists
TRUE
Pre-transaction elements of customer service include things such as establishing customer service policies, agreeing on a mission statement, and developing an organizational structure
True
Companies should adopt a Customer Relationship Management (CRM) strategy for every customer
FALSE
Companies should invest time and effort in developing CRM programs for every customer
FALSE
Keeping an existing customer costs 5-10 times as much as finding a new customer
FALSE
