030119 MARKETING APPLICATIONS - 3.09 REVIEW (CRM) PJ

Which situation is an unethical action associated with customer relationship management?

• Allowing customers the ability to opt-out of the e-mail updates that the business provides

• Implementing a frequent-buyers program for customers

• Collecting customer information with authorization to develop a customer profile

• Selling customer lists without their consent to third parties

Many people make the mistake of thinking that customer relationship management refers solely to which factor or factors?

• Strategies

• Technology

• People

• Processes

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?

• Campaign management software

• Personalization Technology

• Matching Engine Technology

• Sales force automation technology

Which is a benefit of customer relationship management?

• The ability to double profits

• The opportunity to create targeted marketing campaigns

• A work force that does not commit errors

• A decrease in customer advocacy

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

• Aligning business activities with customer needs

• Limiting decision making for employees

• Reducing the number of touch points with customers

• Being satisfied with the status quo

An important aspect of using technology in customer relationship management involves which activity?

• Allowing employees to have complete access to customer information

• Posting the information of customers on a website

• Updating customer information in the computer database

• Providing customers with excessive product information

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

• Implement a comprehensive customer privacy policy.

• Send daily opt-in e-mail messages to customers.

• Sell its customer list to third parties without permission.

• Maintain detailed information about transactions.