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