Business Management I Standard 3.00 Review (v.2019)

Front

Which of the following statements is true about customer relationship management (CRM)?
A business has implemented a CRM program if it is providing good customer service.
Price is the most important factor in building a long-term buyer/seller relationship.
A primary goal of CRM is to maximize the long-term value of customer relationships.
Organizational culture has little effect on a customer's experiences with a business.

Back

A primary goal of CRM is to maximize the long-term value of customer relationships.

Front

In the modern business world, a growing number of interactions between businesses and customers are taking place:

Back

on the Internet.

Front

Which of the following types of information does a company need customer input to obtain?
Dates of store visits, Suggestions for new products, Types of products purchased, Amount of money spent

Back

Suggestions for new products

Front

What is an important aspect of a customer-centric business?

Back

Aligning business activities with customer needs

Front

One action that an ethical business can take to help build the long-term trust and loyalty of its customers is to:

Back

implement a comprehensive customer privacy policy.

Front

Kemper Corporation continuously updates the firewalls on its web site to protect its customers' personal information from theft. Kemper's action helps build trust with its customers in relation to:

Back

online security.

Front

An important aspect of using technology in customer relationship management involves:

Back

updating customer information in the computer database.

Front

Which type of customer relationship management software would be most appropriate for a company that is looking for a more efficient way to track leads, prospects, and customers? Options: Personalization technology, Campaign management software, Sales force automation technology, Matching engine technology

Back

Sales force automation technology

Front

The MSB Company provides its customers with critical or time-sensitive product information by sending them alerts or messages through their cellular phones. What form of technology is MSB using as an element of customer relationship management?

Back

Wireless

Front

How does having a customer-service mindset benefit a business's employees?

Back

It helps employees advance in their careers.