Customer Relationship Management

Which of the following is an example of a customer relationship management initiative:

• Expansion of the product-development budget

• New accounting software

• A new bonus system for the sales staff

• A "frequent-shopper" program

In the past, customer relationship management was used mainly as a way to

• track customer information

• help employees perform more efficiently

• assist business decision making

• increase customer loyalty.

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

• over the Internet

• through the mail

• on the phone

• in stores

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

• Maintain detailed information about customers’ transactions

• Sell its customer list to third parties without permission

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

• Implement a comprehensive customer privacy policy

Kemper Corporation continually updates the firewalls on its website to protect its customers’ personal information from theft. What service does Kemper’s actions help build trust with its customers?

• online security

• product tampering

• calculation errors

• physical safety

Which statement is true about customer relationship management (CRM)?

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

• Price is the most important factor in building a long-term buyer-seller relationship.

• Organizational culture has little effect on a customer’s experiences with a business.

• A business has implemented a CRM program if it is providing good customer service.

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

• in stores.

• through the mail.

• online.

• over the phone.

A main goal of customer experience management is creating

• word-of-mouth promotion

• innovative technology

• new products

• higher employee salaries

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?

• personalization technology

• matching engine technology

• campaign prediction software

• sales force automation technology

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?

• traditional

• dial-up

• global positioning

• wireless