chapter12 Flashcards

1
Q

CRM systems that analyze customer behavior and perceptions in order to provide actionable business intelligence.

A

analytical CRM systems

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2
Q

A form of cross-selling whereby an enterprise sells a group of products or services together at a lower price than the combined individual price of the products.

A

bundling

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3
Q

CRM applications that help organizations plan marketing campaigns so that the right messages are sent to the right people through the right channels.

A

campaign management applications

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4
Q

CRM systems in which communications between the organization and its customers are integrated across all aspects of marketing; sales; and customer support processes.

A

collaborative CRM systems

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5
Q

The practice of marketing additional related products to customers based on a previous purchase.

A

cross-selling

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6
Q

Areas where customers directly interact with the organization; including customer service and support; sales force automation; marketing; and campaign management.

A

customer-facing CRM applications

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7
Q

CRM operations where organizational representatives use multiple communication channels to interact with customers in functions such as inbound teleservice and outbound telesales.

A

customer interaction centers

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8
Q

A customer-focused and customer-driven organizational strategy that concentrates on satisfying customers by addressing their requirements for products and services; and then by providing high-quality; responsive service.

A

customer relationship management (CRM)

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9
Q

Applications and technologies with which customers interact and typically help themselves.

A

customer-touching CRM applications (or electronic CRM or e-CRM applications)

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10
Q

Any interactions between a customer and an organization.

A

customer touch points

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11
Q

(seecustomer-touching CRM applications)

A

electronic CRM (e-CRM) applications

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12
Q

Programs that offer rewards to customers to influence future behavior.

A

loyalty programs

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13
Q

An interactive CRM system where communications related to sales; marketing; and customer service activities are conducted through a mobile medium for the purpose of building and maintaining customer relationships between an organization and its customers.

A

mobile CRM system

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14
Q

A CRM system that is hosted by an external vendor in the vendor’s data center.

A

on-demand CRM system

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15
Q

CRM software whose source code is available to developers and users.

A

open-source CRM system

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16
Q

Components of CRM that support the front-office business processes that directly interact with customers (i.e.; sales; marketing; and service).

A

operational CRM systems

17
Q

The component of an operational CRM system that automatically records all the aspects in a sales transaction process.

A

sales force automation

18
Q

A sales strategy whereby the organizational representative will provide to customers the opportunity to purchase higher-value related products or services as opposed to or along with the consumer’s initial product or service selection.

A

up-selling