IS-CH 11

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.

intimacy

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

T/F Bundling is a form of upselling.

FALSE

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

FALSE

T/F Open-source CRM systems must be implemented on-premise because they require coding by internal programmers to meet the company's needs.

FALSE

T/F The push model is also called make-to-order.

FALSE

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

FALSE

Front

Operational CRM systems support __________-office business processes.

T/F CRM is not a process or technology but rather a customer-centric way of thinking and acting.

TRUE

T/F Data from customer-facing and customer-touching applications are the inputs for analytical CRM systems.

TRUE

T/F Dell Computer uses the pull model.

TRUE

T/F Distribution portals automate the business processes involved in selling or distributing products from a single supplier to multiple buyers.

TRUE

T/F Electronic data interchange is a communication standard that enables the electronic transfer of routine documents between business partners.

TRUE

T/F High-end CRM systems are designed for enterprises with a few large customers.

TRUE

T/F Low-end CRM systems are designed for enterprises with many small customers.

TRUE

T/F 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.

TRUE

T/F Procurement portals are for a company's suppliers.

TRUE

T/F Sales force automation is a customer-facing application.

TRUE

T/F The fundamental concept of CRM is to treat different customers differently because their needs differ and their value to the company may also differ.

TRUE

T/F The optimal result of an organization's CRM efforts is to maximize the number of high-value repeat customers while minimizing customer churn.

TRUE

T/F The primary goal of extranets is to foster collaboration between and among business partners.

TRUE

T/F The push model is most closely associated with mass production.

TRUE

T/F When the production process begins with a customer order, it is a pull model.

TRUE

Location-based services

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

360-degree review

The complete data set on a customer is called a:

Foster collaboration between and among business partners

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

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 __________.

Vertical intergration

________ 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.

Which of the following is NOT a limitation of EDI?

it is expensive, but ongoing operating costs are low