Question 1

360 degree view of the customer means:
A) A consistent view of the customer from beginning to end of the relationship
B) Customer data from all business areas
C) Customer data from all touch points
D) A hierarchy of effects of customer behavior
E) A,B and C are all aspects of a 360 degree view

Accepted Answer

A 360-degree view of the customer involves integrating data from all business areas and touchpoints to provide a consistent and comprehensive understanding of the customer throughout the relationship.

Question 2

Most agree that a comprehensive CRM system should contain four major technology components. What are these four technology components?

Accepted Answer

1. Data Warehouse
2. Analytical Tools
3. Campaign Management Tools
4. Interfaces to maintain the database

Question 3

What is de-marketing?

Accepted Answer

De-marketing is marketers' attempts to lower demand for their product or servicewhen it is unprofitable for the organization. Often used when companies want toreduce their ranks of non-profitable customers.

Question 4

According to Kutner and Cripps, CRM is founded on four tenets: What are these four tenets?

Accepted Answer

The answer of According to Kutner and Cripps, CRM is...

Question 5

CRM enables companies to have one-to-one dialogues with their customers. What are some of the benefits of having dialogues with your customers?

Accepted Answer

The answer of CRM enables companies to have one-to-one dialogues...

Question 6

How do dissatisfied customers drain company resources?

Accepted Answer

The answer of How do dissatisfied customers drain company resources?...

Question 7

With respect to web sites, what do the terms "customization" and "personalization" refer to?

Accepted Answer

The answer of With respect to web sites, what do...

Question 8

Why have CRM systems been adopted and developed so quickly by financialinstitutions and readily accepted by their customers?

Accepted Answer

The answer of Why have CRM systems been adopted and...

Question 9

What are the objectives of any CRM system?

Accepted Answer

The answer of What are the objectives of any CRM...

Question 10

Please comment on the correctness or incorrectness of the following statement:"Companies should make it their goal to attract the greatest number of customers. After all, every customer counts; and growing market share is an important measure of success."

Accepted Answer

The answer of Please comment on the correctness or incorrectness...

Quiz 1: Principles of CRM

360 degree view of the customer means: