intr_suppCh - ch11: quiz

The process of analyzing customers who have stopped buying to determine why is known as customer behavior modification. (True/False)

False

When an organization attempts to offer the right products and services to customers at the right time through the offer of individual promotions tied to specific events, like birthdays and anniversaries, this is referred to as?

Event-based marketing

Companies should adopt a Customer Relationship Management (CRM) strategy for every customer (True/False)

False

Companies should invest time and effort in developing CRM programs for every customer (True/False)

False

Segmenting customers on the basis of things like products purchased, sales history, demographic information, and desired product features can dilute the results of a CRM program (True/False)

False

When websites suggest other items for purchase based on already purchased items, this is an example of Clickstream selling (True/False)

False

Which of the following is NOT one of the key tools and components of CRM? - Cross selling and Up-selling - Generalizing customer communications - Target Marketing - Predicting Customer Behaviors

Generalizing customer communications

Customer Relationship Management includes such key tools and components as, customer segmentation, target marketing, and personalized customer communications. (True/False)

True

Finding a new customer costs 5-10 times as much as keeping an existing customer (True/False)

True

Persuading a customer to buy a more expensive product or service, than they are already planning to buy, is known as?

Up-selling