Business Management I Standard 3.00 Review (v.2019)-DAVID

Front

Which of the following statements is true about customer relationship management (CRM)?
A business has implemented a CRM program if it is providing good customer service.
Price is the most important factor in building a long-term buyer/seller relationship.
A primary goal of CRM is to maximize the long-term value of customer relationships.
Organizational culture has little effect on a customer's experiences with a business.

Back

A primary goal of CRM is to maximize the long-term value of customer relationships.

Front

In the modern business world, a growing number of interactions between businesses and customers are taking place:

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on the Internet.

Front

Which of the following types of information does a company need customer input to obtain?
- Dates of store visits
- Suggestions for new products
- Types of products purchased
- Amount of money spent

Back

Suggestions for new products

Front

What is an important aspect of a customer-centric business?

Back

Aligning business activities with customer needs

Front

One action that an ethical business can take to help build the long-term trust and loyalty of its customers is to:

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implement a comprehensive customer privacy policy.

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Kemper Corporation continuously updates the firewalls on its web site to protect its customers' personal information from theft. Kemper's action helps build trust with its customers in relation to:

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online security.

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An important aspect of using technology in customer relationship management involves:

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updating customer information in the computer database.

Front

Which type of customer relationship management software would be most appropriate for a company that is looking for a more efficient way to track leads, prospects, and customers? Options: Personalization technology, Campaign management software, Sales force automation technology, Matching engine technology

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Sales force automation technology

Front

The MSB Company provides its customers with critical or time-sensitive product information by sending them alerts or messages through their cellular phones. What form of technology is MSB using as an element of customer relationship management?

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Wireless

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How does having a customer-service mindset benefit a business's employees?

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It helps employees advance in their careers.