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Exam 14: Customer Relationship Management

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Question 51

Multiple Choice

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

A) reliability.
B) consistency.
C) timeliness.
D) order.
E) ease of doing business.

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Question 52

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According to your text,the ultimate goal of delivering superior customer service is to

A) increase brand loyalty.
B) decrease product returns.
C) decrease customer complaints.
D) increase brand recognition.
E) increase the target market.

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Question 53

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Which performance metric measures how many shipments are delivered per the requested delivery date?

_____ _____ uses sophisticated algorithms to try to determine the future actions of customers.

The data analysis technique that involves creating customer profiles based on demographic characteristics,purchase patterns,and other criteria,and placing them into various categories is called

A company that tracks customers' shopping patterns and then sends them sales offers that complement their previous purchases is engaged in

_____ _____ 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.

Lifetime value analysis allows a company to monitor the actual costs of doing business with customers to ensure that it is focusing on the most _____ customers.

CRM technologies allow marketers to do all the following except

A manufacturer of kitchen cabinets relies on timely delivery from its wood supplier in order to produce its products.The company would like to have its shipment of wood delivered all at once,but it often comes in multiple shipments.While this is not usually a problem and the manufacturer is generally happy with its supplier,it has found another supplier that will deliver the wood in one shipment.Because of this,the manufacturer has decided to switch suppliers.This is an example of how

The perceived benefits,both monetary and nonmonetary,that a customer receives from a product compared to the cost associated with obtaining it is referred to as

A firm's flexibility is measured by which metric?

According to your text,which of the following is a major part of ease of doing business?

What are the functions in the order cycle?

The term ease of doing business refers to

The metric that measures the ability of the order system to react to customer orders is the

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.

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 _____ _____.

Firms that establish effective inventory management policies,perform accurate sales forecasts,and maintain effective transportation and distribution operations are adhering to the customer service objective of

_____ _____ _____ is a measure of the quantity of purchase dollars each customer spends on the company's products.