is final ch 12 t & f

CRM means that a company should interact with its customers as a group.

f

CRM systems focus on marketing to masses of people.

f

For purposes of efficiency, customer data are best stored in the functional areas of the organization.

f

Open-source CRM software doesn't have as many features or functions as other DRM software.

f

Operational CRM systems support the front-office business processes that directly interact with customers

f

Over time, the customer relationship with vendors has become more personal.

f

The basic idea of CRM is to treat all customers in the same way

f

Transactional CRM systems provide interactive communication with the customer throughout the organization

f

CRM systems are designed to achieve customer intimacy

t

Collaborative CRM systems provide interaction with customers throughout the entire organization.

t

Electronic CRM applications are the same thing as customer-touching CRM.

t

Haya decided to set up a tie store on her campus . Haya needs to implement her operational CRM before she can have an analytical CRM.

t

Haya decided to set up a tie store on her campus. Haya needs to decide on her CRM strategy before she can select her CRM systems.

t

If you have visited Amazon's Web site previously and then return, Amazon recommends other books that you might like. This is called cross-selling.

t

In the past, customer data have been located all over the company, typically in the functional areas.

t

Mobile CRM systems are targeting customers through their laptops

t

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.

t

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

t

Sales force automation is a customer-facing application

t

Some companies conduct live chat with customers using a computer with natural language processing software, rather than a real person.

t

Today, customers are becoming increasingly powerful

t

Tweets can be used as customer touch points

t