Customer Relationships and Strategies
Customer retention
is the ability to keep or retain customers for profitable business growth
2 multiple choice options
Customer profitability
Boosting productivity and lowering the overall cost of marketing, sales, and account
management
2 multiple choice options
Daniel recently moved to a new city and receives a brochure in the mail from Freedom Rock
Bicycles that says, "welcome to your new home" and offers a discount on his first tune-up.
He finds their offer to be attractive and brings his bike to the shop. A week after he brings his
bike home, Freedom Rock emails Daniel a survey asking about his experience, which he
answers. A year later, he is sent an automated email reminder for an upcoming tune-up.
However, unlike other customers, Daniel does not receive an email about a sale on new
bikes, because he indicated in the survey that his bike is only one year old. How is Freedom
Rock Bicycles demonstrating customer relationship management (CRM) when it sends
Daniel a welcome brochure in the mail?
· Customer acquisition
3 multiple choice options
A company analyst uses data from production, customer feedback, and reasons for returned
products to ensure the correct amount of product is produced at the right time. Which
business activity do these data help the company measure?
Operational efficiency
3 multiple choice options
Which part of the customer relationship management (CRM) process involves gathering
insight about why a customer purchases a specific product?
Knowledge discovery
3 multiple choice options
, Daniel recently moved to a new city and receives a brochure in the mail from Freedom Rock
Bicycles that says, "welcome to your new home" and offers a discount on his first tune-up.
He finds their offer to be attractive and brings his bike to the shop. A week after he brings his
bike home, Freedom Rock emails Daniel a survey asking about his experience, which he
answers. A year later, he is sent an automated email reminder for an upcoming tune-up.
However, unlike other customers, Daniel does not receive an email about a sale on new
bikes, because he indicated in the survey that his bike is only one year old. How many total
touchpoints occur between Freedom Rock Bicycles and Daniel?
Four
3 multiple choice options
Daniel recently moved to a new city and receives a brochure in the mail from Freedom Rock
Bicycles that says, "welcome to your new home" and offers a discount on his first tune-up.
He finds their offer to be attractive and brings his bike to the shop. A week after he brings his
bike home, Freedom Rock emails Daniel a survey asking about his experience, which he
answers. A year later, he is sent an automated email reminder for an upcoming tune-up.
However, unlike other customers, Daniel does not receive an email about a sale on new
bikes, because he indicated in the survey that his bike is only one year old. Where should
Freedom Rock Bicycles place the information from Daniel's survey?
Data warehouse
3 multiple choice options
Daniel recently moved to a new city and receives a brochure in the mail from Freedom Rock
Bicycles that says, "welcome to your new home" and offers a discount on his first tune-up.
He finds their offer to be attractive and brings his bike to the shop. A week after he brings his
bike home, Freedom Rock emails Daniel a survey asking about his experience, which he
answers. A year later, he is sent an automated email reminder for an upcoming tune-up.
However, unlike other customers, Daniel does not receive an email about a sale on new
bikes, because he indicated in the survey that his bike is only one year old. Which benefit of
the customer relationship management (CRM) process is illustrated by the automated nature
of the email that Freedom Rock Bicycles sends to Daniel?
Improved efficiency
3 multiple choice options
What is one way in which CRM systems support a customer-centric culture?
By implementing a relationship model with risk management and shared rewards
3 multiple choice options
Customer retention
is the ability to keep or retain customers for profitable business growth
2 multiple choice options
Customer profitability
Boosting productivity and lowering the overall cost of marketing, sales, and account
management
2 multiple choice options
Daniel recently moved to a new city and receives a brochure in the mail from Freedom Rock
Bicycles that says, "welcome to your new home" and offers a discount on his first tune-up.
He finds their offer to be attractive and brings his bike to the shop. A week after he brings his
bike home, Freedom Rock emails Daniel a survey asking about his experience, which he
answers. A year later, he is sent an automated email reminder for an upcoming tune-up.
However, unlike other customers, Daniel does not receive an email about a sale on new
bikes, because he indicated in the survey that his bike is only one year old. How is Freedom
Rock Bicycles demonstrating customer relationship management (CRM) when it sends
Daniel a welcome brochure in the mail?
· Customer acquisition
3 multiple choice options
A company analyst uses data from production, customer feedback, and reasons for returned
products to ensure the correct amount of product is produced at the right time. Which
business activity do these data help the company measure?
Operational efficiency
3 multiple choice options
Which part of the customer relationship management (CRM) process involves gathering
insight about why a customer purchases a specific product?
Knowledge discovery
3 multiple choice options
, Daniel recently moved to a new city and receives a brochure in the mail from Freedom Rock
Bicycles that says, "welcome to your new home" and offers a discount on his first tune-up.
He finds their offer to be attractive and brings his bike to the shop. A week after he brings his
bike home, Freedom Rock emails Daniel a survey asking about his experience, which he
answers. A year later, he is sent an automated email reminder for an upcoming tune-up.
However, unlike other customers, Daniel does not receive an email about a sale on new
bikes, because he indicated in the survey that his bike is only one year old. How many total
touchpoints occur between Freedom Rock Bicycles and Daniel?
Four
3 multiple choice options
Daniel recently moved to a new city and receives a brochure in the mail from Freedom Rock
Bicycles that says, "welcome to your new home" and offers a discount on his first tune-up.
He finds their offer to be attractive and brings his bike to the shop. A week after he brings his
bike home, Freedom Rock emails Daniel a survey asking about his experience, which he
answers. A year later, he is sent an automated email reminder for an upcoming tune-up.
However, unlike other customers, Daniel does not receive an email about a sale on new
bikes, because he indicated in the survey that his bike is only one year old. Where should
Freedom Rock Bicycles place the information from Daniel's survey?
Data warehouse
3 multiple choice options
Daniel recently moved to a new city and receives a brochure in the mail from Freedom Rock
Bicycles that says, "welcome to your new home" and offers a discount on his first tune-up.
He finds their offer to be attractive and brings his bike to the shop. A week after he brings his
bike home, Freedom Rock emails Daniel a survey asking about his experience, which he
answers. A year later, he is sent an automated email reminder for an upcoming tune-up.
However, unlike other customers, Daniel does not receive an email about a sale on new
bikes, because he indicated in the survey that his bike is only one year old. Which benefit of
the customer relationship management (CRM) process is illustrated by the automated nature
of the email that Freedom Rock Bicycles sends to Daniel?
Improved efficiency
3 multiple choice options
What is one way in which CRM systems support a customer-centric culture?
By implementing a relationship model with risk management and shared rewards
3 multiple choice options
