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
