MGT 265 FINAL ch12
In _____, company representatives use multiple communication channels to support their customers' communications preferences. telesales rooms group decision support rooms videoconferencing centers sales team meetings customer interaction centers
customer interaction centers
CRM means that a company should interact with its customers as a group. True False
false
For purposes of efficiency, customer data are best stored in the functional areas of the organization. True False
false
Over time, the customer relationship with vendors has become more personal.
false
Which of the following allows customers to connect to a company representative and conduct an instant messaging session? information help desk live chat customer interaction center teleconference videoconference
live chat
In the past, customer data have been located all over the company, typically in the functional areas.
true
One problem with interacting with customers over the Web is that the company does not have an opportunity to make a good first impression in person.
true
Properly designed CRM systems provide a single, enterprise wide view of each customer. True False
true
Sales force automation is a customer-facing application.
true
You are in the market for a small economy car. The salesperson has you drive the economy car, and then hands you the keys to a mid-sized car of the same brand for you to drive. The salesperson is engaged in: up-selling cross-selling bundling customer relationship management customer intimacy
up-selling
_____ is a form of _____. Up-selling, re-selling Bundling, cross-selling Up-selling, bundling Cross-selling, re-selling Re-selling, additional selling
Bundling, cross-selling
A check-in kiosk at the airport is which type of CRM application? Inbound telesales Customer-touching Outbound telesales Sales
Customer-touching
Which of the following statements is false? Data consolidation and a 360-degree view mean the same thing. Data about customers in various functional areas were difficult to share. Collaborative CRM systems enable customers to provide direct feedback to the organization. CRM systems use a data warehouse to make all customer data available to every unit of the business. Organizations can use blogs for customer input about their products and services.
Data consolidation and a 360-degree view mean the same thing.
_____ are simple tools for answering repetitive customer questions. Personalized Web pages Customized products and services Frequently asked questions E-mail systems Automated Section reference 1 systems
Frequently asked questions
Potential problems with on-demand CRM include all of the following except: It increases costs for the organization. The vendor could prove unreliable. It is difficult to modify hosted software. It may be difficult to integrate hosted software with existing software in the organization. Giving strategic data to a vendor is risky.
It increases costs for the organization.
_____ is the component of an operational CRM system that automatically records all the aspects in a sales transaction process. Inbound telesales Outbound telesales Sales team efforts Sales force automation The customer help desk
Sales force automation
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 colored 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. Which of the following should Haya focus on during her first month of operation? Search/comparison capabilities on a web site Personalized experiences to make a purchase on a web site Customization of ties You Answered FAQs A loyalty program
A loyalty program
Refer to IT's About Business 12.3 - Starbuck's Loyalty Program Goes Mobile: Which of the following is true? Organizations can ignore social media. Organizations only need to be followed on Tweeter to be effective. An organization has to act on posts about itself on Tweeter and Facebook. Tweeter is the only way to monitor customer experiences
An organization has to act on posts about itself on Tweeter and Facebook.
_____ creates statistical models of customer behavior and the value of customer relationships over time. CRM Analytical CRM Operational CRM Collaborative CRM Transactional CRM
Analytical CRM
_____ examines customer data in detail for designing and executing targeted marketing campaigns. CRM Analytical CRM Operational CRM Collaborative CRM Transactional CRM
Analytical CRM
_____ systems provide interactive communication with the customer throughout the organization. You Answered CRM Collaborative CRM Operational CRM Analytical CRM Transactional CRM
Collaborative CRM
Refer to Closing Case #2 - British Gymnastics: Which of the following is false about British Gymnastics CRM efforts? British Gymnastics automated its member management system before it considered doing a CRM. Sage CRM is customizable which was a key feature British Gymnastics needed. The Sage CRM system integrates with the British Gymnastic Web site. The Sage CRM is Web-based. If British Gymnastics continues to grow at the present rate, it will need to implement a new CRM.
If British Gymnastics continues to grow at the present rate, it will need to implement a new CRM.
Which of the follow statements concerning customer interaction centers (CIC) is false? A call center is an example of a CIC. A Help Desk is an example of a CIC. In outboard telesales, the salesperson contacts the customer. In inboard telesales, the customer calls the CIC. Live chat provides an advantage over telephone conversations.
In inboard telesales, the customer calls the CIC.
Refer to IT's About Business 12.2 - Tweet for Immediate Customer Service: What attributes of Twitter makes the service so valuable customers looking for customer service? The tweet can be erased by the company. Customers are able to vent. The tweet complaint is public. Tweeter is the only way to monitor customer experiences
The tweet complaint is public.
The complete data on a customer is called: a profile a record a 360-degree view a file a consolidated customer map
a 360-degree view