INTEGRATED CRM EXAM 1 WITH ALL COMPLETE &
100% VERIFIED ANSWERS|LATEST UPDATE|ALREADY
GRADED A+
For an industrial age company, their competitive advantage is based on what one or two items?
✔Correct Answer-product innovation and brands
What is the competitive advantage(s) for an interactive company? ✔Correct Answer-customer
information
The traditional 4 Ps of marketing: How do they apply to the phrase get, keep, and grow customers?
✔Correct Answer-The Four Ps of traditional marketing focus on the "get" portion of "get, keep, and
grow" customers.
Please know the quadrants of the Peppers and Rodgers Strategy Map. ✔Correct Answer--Quadrant
1-Traditional Mass Marketing/ doomed to commoditization and price competition
-Quadrant 2- Niche Marketing/ More strategic and targeted method of mass marketing to a similar
group.
-Quadrant 3 - Database Marketing/Companies utilize database management to get more efficient
use of mailing lists and other customer information
-Quadrant 4- Learning Relationship/Companies use data about customers to predict what each one
needs next and then treat each customer differently and increase mutual value with customers
What quadrant would a company be in if they were high on customer interaction and low in tailoring
solutions? ✔Correct Answer-Quadrant 3 - Database Marketing
The definition of a business relationship? ✔Correct Answer-A business relationship is defined as:
-Mutual (both parties are aware and participate)
-Interactive (When two parties exchange info they interact and there is an information exchange)
-Iterative (the interactions build up a history over time, as interactions increase less needs to be
"said" over time)
-Provides ongoing benefit to both parties
-Requires a change in behavior for both parties
-Unique -enterprise must be prepared to participate in different interactions, remember different
histories, engage in different ways to different customers.
-Requires - and produces - trust
Which of Barnes four levels of customer-company relationships from Chapter 2 most often describes
the company-customer relationships in consumer packaged goods? ✔Correct Answer-No-contact
Four levels of relationship:
1. Intimate (example Physician/patient, Hairstylist/Client)
2. Face-to-face (often in a retail store/brick and mortar)
3. Distant (online, phone, webcam)
4. No-contact (Example customers only acting with a distributor or agent, like buying a case of soda
at Giant.)
What are the 5Es of customer relationships? ✔Correct Answer-1. Environment
100% VERIFIED ANSWERS|LATEST UPDATE|ALREADY
GRADED A+
For an industrial age company, their competitive advantage is based on what one or two items?
✔Correct Answer-product innovation and brands
What is the competitive advantage(s) for an interactive company? ✔Correct Answer-customer
information
The traditional 4 Ps of marketing: How do they apply to the phrase get, keep, and grow customers?
✔Correct Answer-The Four Ps of traditional marketing focus on the "get" portion of "get, keep, and
grow" customers.
Please know the quadrants of the Peppers and Rodgers Strategy Map. ✔Correct Answer--Quadrant
1-Traditional Mass Marketing/ doomed to commoditization and price competition
-Quadrant 2- Niche Marketing/ More strategic and targeted method of mass marketing to a similar
group.
-Quadrant 3 - Database Marketing/Companies utilize database management to get more efficient
use of mailing lists and other customer information
-Quadrant 4- Learning Relationship/Companies use data about customers to predict what each one
needs next and then treat each customer differently and increase mutual value with customers
What quadrant would a company be in if they were high on customer interaction and low in tailoring
solutions? ✔Correct Answer-Quadrant 3 - Database Marketing
The definition of a business relationship? ✔Correct Answer-A business relationship is defined as:
-Mutual (both parties are aware and participate)
-Interactive (When two parties exchange info they interact and there is an information exchange)
-Iterative (the interactions build up a history over time, as interactions increase less needs to be
"said" over time)
-Provides ongoing benefit to both parties
-Requires a change in behavior for both parties
-Unique -enterprise must be prepared to participate in different interactions, remember different
histories, engage in different ways to different customers.
-Requires - and produces - trust
Which of Barnes four levels of customer-company relationships from Chapter 2 most often describes
the company-customer relationships in consumer packaged goods? ✔Correct Answer-No-contact
Four levels of relationship:
1. Intimate (example Physician/patient, Hairstylist/Client)
2. Face-to-face (often in a retail store/brick and mortar)
3. Distant (online, phone, webcam)
4. No-contact (Example customers only acting with a distributor or agent, like buying a case of soda
at Giant.)
What are the 5Es of customer relationships? ✔Correct Answer-1. Environment
