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