BCIS 1305: Quiz 13 Study Guide

_____ systems study customer behavior and perceptions to provide business intelligence.

Analytical CRM

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

Cross-selling

_____ is a CRM system that is hosted by an external vendor in the vendor's data center.

On-demand CRM

All CRM policies have two basic elements: identifying customer touch points and consolidating data about each customer.

True

In _____, company representatives use multiple communication channels to support their customers' communications preferences.

customer interaction centers

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

customer relationship management system

A customer physically enters a store and interacts with an employee. This is an example of a _______________.

touch point

Bundling is a form of up-selling, where a business sells a group of products together at a price that is lower than the combined individual prices of the products.

False

Low-end customer relationship management systems are designed for small enterprises that cannot afford more complex systems.

False

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

False

_____ are simple tools for answering repetitive customer questions.

Frequently asked questions

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

Sales force automation

Customer relationship management (CRM) is important for all organizations.

True

Properly designed CRM systems provide a single, enterprise-wide view of each customer.

True

The Web and point-of-sale terminals are examples of customer-touching CRM applications.

True

The biggest risk of open-source CRM is quality control.

True

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

True

The complete data on a customer is called _____________.

a 360-degree view

Over time, the customer relationship with vendors has become more impersonal for all of the following reasons except:

customer relationship management systems were developed

The benefits of open-source CRM include all of the following except:

it has more functionality than in-house CRM systems