SM 1.04 Review

Sprint empowers its customer service representatives to offer discounts to long-established customers in order to solve a problem. This is an example of which stage in the Customer Relationship Management cycle?

• Capturing customer data based on interactions

• Identification of customer relationships

• Leveraging the customer information

• Storing and integrating customer data using information technology

A company collects information from open-ended comments during registration of a software product. This is an example of which stage in the Customer Relationship Management cycle?

• Capturing customer data based on interactions

• Identification of customer relationships

• Leveraging the customer information

• Storing and integrating customer data using information technology

When a customer purchases a song from iTunes, Apple collects that information about the user’s preferences and choices. This is an example of which stage in the Customer Relationship Management cycle?

• Identification of customer relationships

• Identification of the best customers for the company

• Leveraging the customer information

• Understanding the interactions of the current customer base

A magazine publisher collects information about a customer’s opinions and religion when the customer visits the company website and subscribes to a free e-mail newsletter. This is an example of which stage in the customer relationship management cycle?

• Capturing customer data based on interactions

• Identification of customer relationships

• Identification of the best customers for the company

• Leveraging the customer information

Target collects information at its corporate office about customer returns, names, addresses, and other contact information. This is an example of which stage in the Customer Relationship Management cycle?

• Identification of customer relationships

• Identification of the best customers for the company

• Leveraging the customer information

• Storing and integrating customer data using information technology

A company examines data collected about customers to determine if there are purchasing habits that it can use to better target a segment of the market. This is an example of which stage in the Customer Relationship Management cycle?

• Capturing customer data based on interactions

• Identification of the best customers for the company

• Leveraging the customer information

• Storing and integrating customer data using information technology