6) Which of the following is NOT a focus of customer relationship management?A) customer prioritizationB) share of customer C) lifetime value of the customer D) marketing automation E) undifferentiated targetingAnswer: EDifficulty: ModerateLO: 5.1: Explain how marketers increase long-term success and profits by practicing customer relationship managementAACSB: Information technology
7) Any direct interface between customers and a company–whether it is online, in-person, or over the phone–is called a(n) ________.8) To reduce the workload required to fully take advantage of all of the data collected from customers in a CRM program, firms use ________, a set of rules for handling different processesin a predetermined way.9) Companies that successfully practice customer relationship management measure success by ________.
10) CRM firms focus on increasing their share of ________, not share of market. A) profitB) audienceC) segmentD) usageE) customerAnswer: EDifficulty: ModerateLO: 5.1: Explain how marketers increase long-term success and profits by practicing customer relationship managementAACSB: Information technology11) The ________ is the potential profit generated by a single customer's purchase of a firm's products over the customer's lifetime.
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- Prof Farshad Salman