Marketing Test 11/18/19
Which of the following is not an example of customer relationship management initiative?
A new bonus system for the sales staff
Aligning a business's objectives and activities with customers needs is called
Business process management
A business is organizational structure can sometimes have a negative affect on customer relationship management because
Different departments have different methods
Which of the following is an example of people using persuasion in business.
Distributing a report to company officers that recommends policy changes
What are the primary advantages of using descriptive statistics?
It allows you to summarize and make comparisons across units
Instead of living in a service economy, we now live in an ______________ economy.
experience
Our economy has shifted from a service economy to a(n)__________ economy
experience
The main difference between CRM and CEM is the CRM focuses on
the business itself
Customers tend to think of a business as a whole despite the number of ______________ they experience.
touch points
Which of the following is an example of range:
Consumers buy between three and seven CDs per month
Making business processes more effective and efficient is called
Continuous improvement
The values and ideals a business encourages among its employees is known as
Corporate culture
What should an employee do if a coworker is spreading malicious gossip about another worker?
Refuse to pass on the information
Which of the following statements is an example of a measure of central tendency
The average U.S. male buys frozen pizza four times every thirty minutes
The main difference between customer Lidget management and customer experience management is that CRM focuses on
The business itself
Customers tend to look at A business as a whole despite the number of ________________ they experience.
Touch points
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
When a business evaluate its business processes to make them more efficient and effective, it can improve its relationships with customers. This process is called
Continuous improvement
Customer relationship management is an important tool for use in
business decision making
What component of CRM often "makes or breaks" a business's program
people
Today's customers tend to prefer ______________ to shopping around.
relationship buying
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
Which of the following is confidential information that would be unethical for an employee to provide to others without permission from the business.
List of employees who will be promoted
Customer relationship management can help a business to identify its
Most valuable customers
Which of the following is a benefit of customer relationship management
The opportunity to create targeted marketing campaigns
Which of the following is a common customer relationship management practice:
Training employees
A main goal of customer experience management is to gain customer _________________.
advocacy
When you use persuasion, you often try to get people to
agree on a plan of action
Customer relationship management increases sales and profits by increasing
customer loyalty
Having a clear CRM goals before putting a program into place helps businesses to avoid
purchasing irrelevant technology
Our economy has shifted from a service economy to an ________________ economy.
Experience
Many people make the mistake of thinking that customer relationship management referral solely to
Technology
An advantage of customer relationship management is being able to identify your most _____________________ customers
Valuable
Which of the following is not an example of CRM initiative?
a new bonus system for the sales staff
When a business evaluates its business processes to make them more efficient and effective, it can improve its relationships with customers. This process is called.
continuous improvement
When a business communicates customer- centric values and ideals to its employees on a consistent basis, it is developing its
corporate culture
When a business communicates customer-centric values and ideals to its employees on a consistent basis, it is developing its
corporate culture
Which of the following is an example of a business tabulating the results of a marketing survey:
counting the number of respondents who agreed with the questions
RM increases sales and profits by increasing
customer loyalty
A business that is concerned with its customers' needs and wants is said to have a _______________________________ focus.
customer-centric
For a growing number of products, ____________ is no longer a factor in customers' buying decisions.
price
In the past, customer relationship management was used mainly as a way to
Track customer information
A business's organizational structure can sometimes have a negative effect on CRM because
different departments have different methods
A main goal of CEM is creating
word of mouth promotion
A main goal of customer experience management is creating
word-of-mouth promotion
An important part of customer relationship management is allowing customers to provide their own
Information
In the modern business world, a growing number of interactions between businesses and customers are taking place
On the Internet
Customer experiences should be "seamless" no matter a business's
Organizational structure
What component of customer relationship management often "makes or breaks" a business's program?
People
Which of the following is no longer in consideration in customers' buying decisions for many products
Price
Having clear customer relationship management goals before putting a program into place helps businesses to avoid
Purchasing irrelevant technology.
When marketing researchers code the various responses on a questionnaire, they are ______________ to each answer.
assigning a numeric value
Which of the following is often part of the process of reviewing and analyzing marketing data to make them useful:
checking for mistakes
Which of the following types of information does a company need customer input to obtain?
suggestions for new products
Many people think that customer relationship management refers only to
technology
In the past, customer relationship management was used mainly as a way to
track customer information
