Question 1

_____ _____ is a mechanism that filters large amounts of information about many consumers' previous purchases that may be related in some way in order to predict consumer preferences.

Accepted Answer

The answer of _____ _____ is a mechanism that filters...

Question 2

Ensuring that customers can depend on receiving a good or service within a stated lead time and that there will be no problems with the order is the notion behind the customer service objective referred to as _______.

Accepted Answer

The answer of Ensuring that customers can depend on receiving...

Question 3

_______ is the ability of a company to deliver a good or service by the time a customer expects to have it available for sale or consumption.

Accepted Answer

The answer of _______ is the ability of a company...

Question 4

The total amount of time that elapses from the time a customer places an order until the time the product is delivered to the customer is the _____ _____.

Accepted Answer

The answer of The total amount of time that elapses...

Question 5

A strategy that focuses on attracting,maintaining,and enhancing customer relationships,thus building brand loyalty,is called _______ marketing.

Accepted Answer

The answer of A strategy that focuses on attracting,maintaining,and enhancing...

Question 6

The _____ _____ is a marketing strategy that reflects the idea that a firm's long-term success must include a company-wide effort to satisfy customer needs and wants.

Accepted Answer

The answer of The _____ _____ is a marketing strategy...

Question 7

If there are 325 items on an order and the firm ships 318 of the items on time,the item fill rate is _______ percent.

Accepted Answer

The answer of If there are 325 items on an...

Question 8

Customer ________ refers to the perceived benefits,both monetary and nonmonetary,that a customer receives from a product compared to the cost associated with obtaining it.

Accepted Answer

The answer of Customer ________ refers to the perceived benefits,both...

Question 9

_____ time is the time a customer has to wait to talk to or receive a text back from a customer service representative.

Accepted Answer

The answer of _____ time is the time a customer...

Question 10

Companies achieve _____ _____ when they meet the needs and expectations their customers have for their goods or services.

Accepted Answer

The answer of Companies achieve _____ _____ when they meet...

Question 11

Placing an order for a catalogue item directly with a customer service representative is a _______ method of customer service.

Accepted Answer

The answer of Placing an order for a catalogue item...

Question 12

Angela ordered a new sweater online.Once the order was complete,the company sent her an e-mail with a link to the shipping status of her order.Angela could use this link at any time to see exactly where her package was in the delivery process.This is an example of _____ _____ communication.

Accepted Answer

The answer of Angela ordered a new sweater online.Once the...

Question 13

Ideally,firms would like the order cycle time to be _______.

Accepted Answer

The answer of Ideally,firms would like the order cycle time...

Question 14

Many of the world's companies use _____ _____ for activities that include some form of customer service whether it is through online chats,blogs or Facebook and Twitter pages.

Accepted Answer

The answer of Many of the world's companies use _____...

Question 15

If a company orders $15,300 worth of product,and the items actually shipped on time are worth $14,500,the dollar fill rate is _______ percent.

Accepted Answer

The answer of If a company orders $15,300 worth of...

Question 16

Customer service activities are comprised of both human methods and _______ methods.

Accepted Answer

The answer of Customer service activities are comprised of both...

Question 17

_____ is a technique that uses GPS to build a virtual fence around a location,such as a store,and send individually targeted advertisements to a customer's phone while he or she is in the location.

Accepted Answer

The answer of _____ is a technique that uses GPS...

Question 18

The metric that measures the percentage of an order shipped on time and complete is referred to as _____ _____.

Accepted Answer

The answer of The metric that measures the percentage of...

Question 19

The ultimate goal of delivering superior customer service is to increase _____ _____.

Accepted Answer

The answer of The ultimate goal of delivering superior customer...

Question 20

Performance measurements,also known as _______,allow companies to assess whether or not they are doing a good job servicing their customer.

Accepted Answer

The answer of Performance measurements,also known as _______,allow companies to...

Quiz 14: Customer Relationship Management

_ _ is a mechanism that filters large amounts of information about many consumers' previous purchases that may be related in some way in order to predict consumer preferences.

Ensuring that customers can depend on receiving a good or service within a stated lead time and that there will be no problems with the order is the notion behind the customer service objective referred to as _______.

_______ is the ability of a company to deliver a good or service by the time a customer expects to have it available for sale or consumption.

The total amount of time that elapses from the time a customer places an order until the time the product is delivered to the customer is the _ _.

A strategy that focuses on attracting,maintaining,and enhancing customer relationships,thus building brand loyalty,is called _______ marketing.

The _ _ is a marketing strategy that reflects the idea that a firm's long-term success must include a company-wide effort to satisfy customer needs and wants.

If there are 325 items on an order and the firm ships 318 of the items on time,the item fill rate is _______ percent.

Customer ________ refers to the perceived benefits,both monetary and nonmonetary,that a customer receives from a product compared to the cost associated with obtaining it.

_____ time is the time a customer has to wait to talk to or receive a text back from a customer service representative.

Companies achieve _ _ when they meet the needs and expectations their customers have for their goods or services.

Placing an order for a catalogue item directly with a customer service representative is a _______ method of customer service.

Angela ordered a new sweater online.Once the order was complete,the company sent her an e-mail with a link to the shipping status of her order.Angela could use this link at any time to see exactly where her package was in the delivery process.This is an example of _ _ communication.

Ideally,firms would like the order cycle time to be _______.

Many of the world's companies use _ _ for activities that include some form of customer service whether it is through online chats,blogs or Facebook and Twitter pages.

If a company orders $15,300 worth of product,and the items actually shipped on time are worth $14,500,the dollar fill rate is _______ percent.

Customer service activities are comprised of both human methods and _______ methods.

_____ is a technique that uses GPS to build a virtual fence around a location,such as a store,and send individually targeted advertisements to a customer's phone while he or she is in the location.

The metric that measures the percentage of an order shipped on time and complete is referred to as _ _.

The ultimate goal of delivering superior customer service is to increase _ _.

Performance measurements,also known as _______,allow companies to assess whether or not they are doing a good job servicing their customer.