scm chapter 11 quiz

Which of the following is a required element of an effective CRM initiative? -sending of promotional materials by email to a large group of potential customers -segmenting customers -preserving a tradional sales force that communicates with the supply chain via a traditional paper document/contract system -all of the above

-segmenting customers

Customer service is? A philosophy an activity a performance measure all of the above

all of the above

Companies work very hard to reduce the number of their present customers which never return. This customer defection is often referred to as? balking customer churn customer retention revenue exodus

customer churn

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 segmented selling holiday marketing extreme segmentation marketing

event-based marketing

true or false: Companies should adopt a Customer Relationship Management (CRM) strategy for every customer.

false

true or 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.

false

true or false: When websites suggest other items for purchase based on already purchased items, this is an example of Clickstream selling.

false

You are a manager at Sunnydale Appliances. A customer who recently purchased a dishwasher contacts you with a problem and requests warranty information. This is an example of? customer churn post-transaction customer service customer management pre-transaction customer service

post-transaction customer service

True or False: Through the use permission marketing programs, customers are allowed to select the type of communications companies can make with them, and even choose to be completely eliminated from both e-mail and traditional mailing lists.

true

true or false: Some of the ways customers evaluate the customer service capabilities of an organization are through their experiences with human response call centers, automated response call centers, and consumer web sites

true