Question 1

Through the use permission marketing programs,customers are allowed to select the type of communications companies can make with them.Actually,customers can even choose to be completed eliminated from both e-mail and traditional mailing lists.

Accepted Answer

Permission marketing programs give customers the option to select the type of communication they receive and even the ability to opt-out of both e-mail and traditional mailing lists.

Question 2

Companies that provide on-demand applications are often referred to as data warehouses.

Accepted Answer

Companies that provide on-demand applications are often referred to as software-as-a-service (SaaS) providers, not data warehouses. Data warehouses are centralized repositories of data used for business intelligence and analytics purposes.

Question 3

As customers navigate through a website CRM software can record and analyze the customer's clickstream so website images and ads can be tailored to the needs and desires of that individual customer.

Accepted Answer

This statement is true. CRM software can track a customer's journey through a website, including the pages they visit, products they view, and ads they click on. This data can be used to personalize the customer's experience by showing them images and ads that are relevant to their interests and needs.

Question 4

Up until now CRM has been very effective for most companies because it has focused on building customers' trust and loyalty,ultimately building a strong relationship with the customer through programs that make it easy for the customer to return products and get information from people inside the organization.

Accepted Answer

The answer of Up until now CRM has been very...

Question 5

While a well planned and organized CRM plan can be extremely useful in developing effective and efficient marketing programs for retailers,they are not particularly helpful for manufacturing companies like GM since their touches with the customer are few.

Accepted Answer

While manufacturing companies like GM may have fewer direct touches with customers, a well planned and organized CRM plan can still be valuable in managing customer data and improving customer relationships. CRM can help manufacturers better understand their customers’ needs and preferences, track interactions, and provide personalized service and support.

Question 6

When web sites suggest other items for purchase based on already purchased items,this is an example of Clickstream Selling.

Accepted Answer

This is an example of cross-selling or recommendation systems, not Clickstream Selling. Clickstream Selling involves analyzing the sequence of clicks a user makes on a website to understand and predict consumer behavior.

Question 7

In general,companies avoid social media sites since they rarely are able to find useful information about customer opinions via blogs and social networking sites.

Accepted Answer

This statement is false. Many companies actively use and monitor social media sites to gather information about customer opinions and preferences. This information can be useful for improving products and services, as well as for marketing strategies.

Question 8

Private clouds allow corporate users to internally manage their data centers.

Accepted Answer

Private clouds are built for and used by a single organization, allowing corporate users to have complete control and management over their data centers.

Question 9

Because integrated supply chains require good suppliers to act as good supply-chain customer partners,CRM programs should include first-tier customer training and education to ensure proper use of purchase products.

Accepted Answer

This statement is true. To have a successful integrated supply chain, it is important for the suppliers to act as good partners to their customers, and CRM (Customer Relationship Management) programs can help ensure this through customer training and education. This will ensure that the customers are correctly using the products that they have purchased, and can help avoid any unnecessary disruptions in the supply chain.

Question 10

Sales force automation products help salespeople better manage their accounts,their business opportunities,and communications while away from the office.

Accepted Answer

Sales force automation products are designed to assist salespeople in managing their accounts and business opportunities more effectively, even while on-the-go. They provide a suite of tools and features that can help streamline sales processes, improve communication, and boost productivity, ultimately leading to increased sales and revenue.

Question 11

It is best to integrate information about and results relating to marketing efforts like customer loyalty programs,frequent user cards,and credit card applications within an organization.Integrating the efforts of these programs between employees and an organization's IT systems (data warehouses)can help managers make more informed customer-focused decisions.

Accepted Answer

Integrating information from marketing efforts and IT systems can lead to better decision making regarding customers.

Question 12

While a company's Internet presence may be desirable for finding information or conducting product transfers,touching products and talking face-to-face with company representatives remains an integral part of the supplier-customer interface.

Accepted Answer

The statement highlights the importance of physical interaction and communication in the supplier-customer interface, implying that it is true that touching products and talking face-to-face with company representatives remains an integral part of the experience.

Question 13

According to the text,customer relationship management refers to building and maintaining profitable long-term customer relationships.

Accepted Answer

The text states that customer relationship management refers to building and maintaining profitable long-term customer relationships.

Question 14

Segmenting customers on the basis of things like products purchased,sales history,demographic information,and desired product features can dilute the results of a CRM program; segmenting customers should be avoided.

Accepted Answer

Segmenting customers can actually enhance the results of a CRM program by allowing for more targeted marketing and personalized communication.

Question 15

Cloud computing is a term used to describe how a customer navigates a website.

Accepted Answer

Cloud computing refers to the delivery of computing services over the internet, including software, storage, and processing power. It has nothing to do with how a customer navigates a website.

Question 16

According to the text,poor planning is typically the cause for most unsuccessful CRM initiatives.

Accepted Answer

The text states that poor planning is typically the cause for most unsuccessful CRM initiatives.

Question 17

Cross-selling is a term used when customers are sold additional products as the result of an initial purchase.

Accepted Answer

Cross-selling involves offering customers additional products or services related to their initial purchase.

Question 18

The objectives of any CRM initiative should be focused on what the company can reasonable achieve.

Accepted Answer

The answer of The objectives of any CRM initiative should...

Question 19

Future trends in CRM include coping with the delicate issue of privacy,utilization of social media,and utilization of cloud computing.

Accepted Answer

Privacy concerns continue to be a major issue in CRM, while social media and cloud computing are increasingly being utilized for customer engagement and data management.

Question 20

Some of the ways customers evaluate the customer service capabilities of an organization are through their experiences with human response call centers,automated response call centers,and consumer web sites.

Accepted Answer

Customers often rely on their experiences with human response call centers, automated response call centers, and consumer web sites to evaluate the customer service capabilities of an organization.

Quiz 10: Customer Relationship Management