IS 300 - Chapter 11 Questions

Customer touching

A check-in kiosk at the airport would be what type of CRM application?

customer relationship management system

A(n) ___________ is software that helps companies acquire and retain customers.

BI

Analytical CRM systems provide ________ by analyzing customer behavior and perceptions.

false

Bundling is a form of upselling.

intimacy

Businesses use customer ________ to create highly individualized offers that customers are more likely to accept.

customer-centric

CRM is not a process or technology but rather a _____ way of thinking and acting.

inputs

Data from customer-facing and customer-touching applications are the _____ for analytical CRM systems.

Which of the following is NOT a limitation of EDI?

It is expensive, but ongoing operating costs are low.

false

Low-end CRM systems are designed for companies like Boeing because they only have a few, large customers.

false

Open-source CRM systems must be implemented on-premise because they require coding by internal programmers to meet the company's needs.

front

Operational CRM systems support __________-office business processes.

location-based services

The Golden State Warriors use ________ to improve service and deepen fan loyalty.

push model

The _____ is most closely associated with mass production.

fundamental concept of CRM

The _____ is to treat different customers differently because their needs differ and their value to the company may also differ.

360-degree view

The complete data set on a customer is called a:

maximize, minimizing

The optimal result of an organization's CRM efforts is to _____ the number of high-value repeat customers while _____ customer churn.

extranets

The primary goal of _____ is to foster collaboration between and among business partners.

Foster collaboration between and among business partners

The primary goal of extranets is to do which of the following?

false

The push model is also called make-to-order.

false

Up-selling is the practice of marketing additional related products to customers based on previous purchases.

pull model

When the production process begins with a customer order, it is a _____.

upselling

You want to buy a 65" TV, but a sales representative talks you into the 70" TV because it is only a little more expensive and will still fit nicely into that spot on your wall. This is an example of ________.

bundling

Your cable company sells you package deal with internet, phone, and TV. This is an example of __________.

High-end CRM systems

_____ are designed for enterprises with a few large customers.

Low-end CRM systems

_____ are designed for enterprises with many small customers.

Procurement portals

_____ are for a company's suppliers.

Distribution portals

_____ automate the business processes involved in selling or distributing products from a single supplier to multiple buyers.

Electronic data interchange

_____ is a communication standard that enables the electronic transfer of routine documents between business partners.

Sales force automation

_____ is a customer-facing application.

Priceline.com

_____ needed a new customer contact center because the online travel industry blossomed and pricing became cutthroat such that they needed to move faster.

Dell Computer

_____ uses the pull model.

Vertical integration

________ is a business strategy in which a company purchases its upstream suppliers to ensure that its essential supplies are available as soon as the company needs them.

Customer churn

________ is the loss of a certain percentage of customers over time.

Cross-selling

________ is the marketing of additional related products to customers based on a previous purchase.

VMI

________ occurs when the supplier, rather than the retailer, manages the entire inventory process for a particular product or group of products.

The bullwhip effect

________ refers to erratic shifts in orders up and down the supply chain.

Material flows

_________ are the physical products, raw materials, and supplies that flow along a supply chain.

Sales force automation

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

Procurement

_________ portals automate the business processes involved in purchasing products between a single buyer and multiple suppliers.

Analytical CRM

_________ systems analyze customer data for designing and executing targeted marketing campaigns.