Marketing Applications Test 4

Which of the following is not an example of CRM initiative?

a new bonus system for the sales staff

When a business communicates customer-centric values and ideals to its employees on a consistent basis, it is developing its

corporate culture

Our economy has shifted from a service economy to a(n)__________ economy

experience

CRM can help a business to identify its

most valuable customers

Which of the following is no longer a consideration in customers' buying decisions for many products:

price

Having a clear CRM goals before putting a program into place helps businesses to avoid

purchasing irrelevant technology

Which of the following types of information does a company need customer input to obtain?

suggestions for new products

In the past, customer relationship management was used mainly as a way to

track customer information

Which of the following is a common CRM practice

training employees

A business improves its technology so it can better meet customer wants and needs. This results from a business activity known as

business process management

CRM increases sales and profits by increasing

customer loyalty

A business's organizational structure can sometimes have a negative effect on CRM because

different departments have different methods

What component of CRM often "makes or breaks" a business's program

people

Many people make the mistake of thinking that customer relationship management refers solely to

technology

The main difference between CRM and CEM is the CRM focuses on

the business itself

Which of the following is a benefit of CRM

the opportunity to create targeted marketing campaigns

Customers tend to look at a business as a whole despite the number of ____________ they experience.

touch points

A main goal of CEM is creating

word of mouth promotion