Chap 12 Management of Inf. Syst.

D. The purpose of loyalty programs is to reward past behavior

Which of the following statements about loyalty programs is false? A. Loyalty programs work when there is a high frequency of repeat purchases B. Loyalty programs work when there is little personal customization. C. The purpose of loyalty programs is to influence future behaviors D. The purpose of loyalty programs is to reward past behavior E. Loyalty programs are a customer-touching application

D. In inboard telesales, the customer calls the CIC

Which of the following statements concerning customer interaction centers is false? A. The call center is an example of a CIC B. The helpdesk is an example of a CIC C. In outboard telesales, the sales person contact the customer D. In inboard telesales, the customer calls the CIC E. Live chat provides an advantage over telephone conversations

B. CRM constitutes a specific use of technology

Which of the following statements concerning customer relationship management is false? A. CRM is a customer driven strategy B. CRM constitutes a specific use of technology C. Building long-term relationships with customers creates value for the organization D. It cost more to bring a customer back from a competitor then it does to keep him or her satisfied in the first place

Customer-touching

Electronic CRM applications are considered to be which type of CRM application?

True

Electronic CRM applications are the same thing as customer-touch CRM

Customer Relationship Management (CRM)

Is a term that refers to practices, strategies, and technologies that companies use to manage and analyze customer interactions and data the route the customer lifecycle, with the goal of improving business relationships with customers, assisting and customer retention and driving sales growth.

True

Some companies conduct live chat with customers using a computer with natural language processing software, rather than a real person

True

Tweets can be used as customer touch points

Customer-touching CRM

When customers help themselves, often through electronic touch points, this process is called: ________-_______ CRM

Thinking; acting

Which of the following best describes a CRM? A way of ________ and _______.

Telephone contact, email, website, and customer visits to a store

Which of the following is not a customer touch point? None of the above-all are touch points

True

Refer to Closing Case 1 - Mobile CRM at Disney World: Disney's CRM system places them in the middle of the debate on privacy and personal data collection

False

Refer to Closing Case 2 - Organic and Beyond Corporation (OABC) Managers Its New B2C Channel: OABC's information system that supported distribution was already designed to support their new expanded distribution system

false

Refer to Closing Case 2 - Organic and Beyond Corporation (OABC) Managers Its New B2C Channel: OABC's primary business is to sell organic produce directly to consumers (B2C)

False

Refer to IT's About Business 12.2 - uShip Benefits from SugarCRM: uShip is a local online marketplace for posting bids and receiving bids for shipping services

True

Refer to IT's About Business 12.3 - Morton's Steakhouse Surprises a Customer: based on a prior customers joking tweet, Morton's steakhouse was able to use Data they had collected on the customer from the man's prior visits to the steakhouse so they could have the steak dinner he usually ordered awaiting him at the airport upon his arrival

Customer-touching

A check in kiosk at the airport is which type of CRM application

False

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

True

CRM systems are designed to achieve customer intimacy

Analytical CRM

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 color ties in her school colors. Haya begins collecting data about her customers by having them sign up for promotional emails at her store. She collects their names and email address on her form and keeps track of their purchases as well. She does some work with the data to understand what her customer behaviors are. The work would be considered __________ CRM.

True

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 color 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. Haya needs to implement her operational CRM before she can have an analytical CRM.

Analytical

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 color ties in her school colors. The sports themed ties are a little more expensive than the solid colored ones. Sales are going well and she needs to decide how many ties to order of each color and support. To help her with this decision, she turns to: her __________ CRM

Marketing

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 color ties in her school colors. The sports themed ties are a little more expensive than the solid colored ones. When someone comes in and seems to be leaning towards a solid color tie, she makes sure to explain the additional "jazz" that comes from wearing a sports theme tie. Haya begins to notice that her sports ties are selling really well. Which of the following should be her next step? Target __________ campaigns

Upselling

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 color ties in her school colors. The sports themed ties are a little more expensive than the solid colored ones. When someone comes in and seems to be leaning towards a solid color tie, she makes sure to explain the additional "jazz" that comes from wearing a sports theme tie. This is called _______

Customer interaction centers

In ________ ________ centers, Company representatives use multiple communication channels to support their customer's communications preferences

False

Open - source CRM software doesn't have as many features or functions as other DRM software

True

Operational CRM systems support the front-office business processes that directly interact with customers

D. Customer relationship management systems were developed

Over time, the customer relationship with vendors has become more impersonal for all of the following reasons except: A. People move from farms to cities B. Consumers became mobile C. Supermarkets and department stores proliferated D. Customer relationship management systems were developed E. The Internet grew rapidly

False

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

False

The basic idea of CRM is to treat all customers in the same way

C. It has more functionality than in-home CRM systems

The benefits of open source CRM include all of the following except: A. It is easy to customize. B. It is favorably priced C. It has more functionality than in-home CRM systems

Operational CRM

The sales, marketing, and service functions are part of __________ CRM

True

Today, customers are becoming increasingly powerful

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

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

Frequently asked questions (FAQs)

________ ______ questions are simple tools for answering repetitive customer questions

Operational CRM

_________ Systems support the front office business processes which directly interact with customers

Customer touching applications

_________ are applications and technologies with which customers interact and typically help themselves

Sales force automation

_________ automation is the component of an operational CRM system that automatically records all the aspects in a sales transaction process

Analytical

__________ CRM creates statistical models of customer behavior and the value of customer relationships over time

Bundling

__________ occurs when a business sells a group of products or services together at a lower price than the combined individual price of the products

Analytical CRM

___________ CRM systems study customer behavior and perceptions to provide business intelligence