Question 1

The Morton's Steakhouse case is an example of how a company can have its reputation damaged if it ignores customer complaints online.

Accepted Answer

The answer of The Morton's Steakhouse case is an example...

Question 2

Why would a company want to engage in data consolidation for customer information? What technology helps a company achieve this?

Accepted Answer

The answer of Why would a company want to engage...

Question 3

______________________ CRM systems provide business intelligence by analyzing customer behavior and perceptions.

Accepted Answer

The answer of ______________________ CRM systems provide business intelligence by...

Question 4

The numerous and diverse interactions organizations have with their customers are called _______________________________________.

Accepted Answer

The answer of The numerous and diverse interactions organizations have...

Question 5

Think of a loyalty program you or someone you know utilizes. How does this program benefit you or that person? How does the loyalty program benefit the company? Which of Porter's Five Forces do loyalty programs impact and how?

Accepted Answer

The answer of Think of a loyalty program you or...

Question 6

______________________ CRM systems are also known as SaaS.

Accepted Answer

The answer of ______________________ CRM systems are also known as...

Question 7

Provide an example of a persuasive technology. What ethical issues are associated with this type of persuasive technology?

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The answer of Provide an example of a persuasive technology....

Question 8

The pharmaceutical industry has customer management needs that are more complex than those of other industries, so CRM strategies need to be heavily technology-supported.

Accepted Answer

The pharmaceutical industry deals with complex customer relationships and regulatory requirements, making technology-supported CRM strategies essential for effective management of customers.

Question 9

The Redglaze Group case illustrates the importance of a 360 degree view of the customer when using a CRM system.

Accepted Answer

The case of Redglaze Group highlights the significance of gathering complete and accurate information about customers in order to provide personalized and effective services. A 360 degree view of the customer involves collecting data from various sources and channels, such as social media, email, phone calls, and in-person interactions, which helps identify customer needs, preferences, behavior, and history. This information can then be used to create targeted marketing campaigns, improve customer service, and enhance customer engagement and loyalty. A CRM system can facilitate the integration and analysis of customer data, but it requires a strategic and systematic approach to data management and organization.

Question 10

______________ is a form of cross-selling in which a business sells a group of products or services together at a lower price than their combined individual prices.

Accepted Answer

The answer of ______________ is a form of cross-selling in...

Question 11

List and describe the five "other types" of CRM systems (you should NOT include operational or analytical CRM systems in your answer). Why would a large company want to use each of these systems? Why would a small company want to use each of these systems?

Accepted Answer

The answer of List and describe the five "other types"...

Question 12

_______________________ CRM systems provide effective and efficient interactive communication with the customer throughout the entire organization.

Accepted Answer

The answer of _______________________ CRM systems provide effective and efficient...

Question 13

In customer-________________ CRM applications, an organization's sales, field service, and customer interaction center representatives interact directly with customers.

Accepted Answer

The answer of In customer-________________ CRM applications, an organization's sales,...

Question 14

The Redglaze Group case illustrates how a CRM system benefits from an ERP implementation.

Accepted Answer

The case study mentions that implementing ERP helped Redglaze Group to integrate their CRM system with other business processes, resulting in improved data accuracy and better customer satisfaction.

Quiz 12: Customer Relationship Management