- Study guides, Class notes & Summaries

The process of keeping the organization's activities on track is: a) planning b) controlling c) managing d) delegating e) organizing - correct answersb) controlling _____ focuses on increasing employee loyalty to the company by providing a job for life with a strong focus on well-being of the employee. a) McGregor's Theory X and Y b) Maslow's Hierarchy of Needs Theory c) Ouchi's Theory Z d) Herzberg's Two-Factor Theory e) Deming's Quality Theory - correct an...

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12 pages

Written in 2025/2026

Grade A+

RealGrades

Customer satisfaction is ____________ - correct answers when customers feel they are getting a lot of value T/F A CRM system consists of sales automation and customer support activities - correct answers False Winning a new customer ________ - correct answers is more expensive than keeping a customer T/F Organizations can pay external agencies for additional data about their potential customers - correct answers True T/F The two broad strategies that companies follow are cost lead...

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6 pages

Written in 2025/2026

Grade A+

RealGrades

What are the Section 106 criteria for a site's eligibility for inclusion to the NRHP? - correct answers A Associated with important or events B Important Person C Work of a master or special design of the period/craft D Contributes to the understanding of the period or culture represented What are the characteristics of Phase II testing excavations? - correct answers• Small test units, uncovering .2 to .5% of the site area • Larger areas that don't go as deep • Plowed; contro...

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4 pages

Written in 2025/2026

Grade A+

RealGrades

Retrieval - correct answers Process of locating and withdrawing a document from a collection of records. ___________ retrieval is the ability of a recordkeeping system to consistently deliver to its users exactly the information they request. - correct answers Precise In conducting a structured search of data, the search is performed against: a) each word b) each phrase c) metadata d) a cache e) the taxonomy - correct answersc) metadata ___________ random access filing systems offe...

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9 pages

Written in 2025/2026

Grade A+

RealGrades

Customer Relationship Management (CRM) - correct answers the transformation of the people, process, and technology required to become a customer-centric organization. CRM involves: - correct answers Retaining and partnering with selective customers to create superior value for both the company and the customer. CRM provides: - correct answers A means and a method to enhance the experience of individual customers so they will remain customers for life. CRM is about - correct answers buil...

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9 pages

Written in 2025/2026

Grade A+

RealGrades

The software installations and changes in day-to-day customer relationship management processes are known as: Question options: a) Analytical CRM b) Critical CRM c) Operational CRM d) Provisional CRM - correct answersc) Operational CRM A key element of success in a customer-strategy (or customer-centric) business model is to: a) Treat different customers differently b) thwart competitors by price discounting c) Reduce supply chain costs by offshoring production d) Gro...

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13 pages

Written in 2025/2026

Grade A+

RealGrades

The goal of CRM is to _____________________ - correct answers optimize the current and future value of customers The concept of CRM enables organizations to ______________________ - correct answers leverage databases and communication technologies to interact at the individual customer level A factor influencing the shape of the satisfaction-retention curve is________________ - correct answers All of the above: - aggressiveness of the competition - degree of switching cost - level of pe...

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3 pages

Written in 2025/2026

Grade A+

RealGrades

three phases of marketing technology development path - correct answers1. mass communication 2. database marketing 3. integrated marketing (MDI) T or F: Organizations usually move through these phases over time and find themselves simultaneously using functions in more than one phase - correct answers true T or F: Budget constraints and technology or services contractual obligations may result in a less than optimal technology migration - correct answers true examples of mass commun...

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12 pages

Written in 2025/2026

Grade A+

RealGrades

controlling - correct answers The process of keeping the organization's activities on track is: Ouchi's Theory Z - correct answers_____ focuses on increasing employee loyalty to the company by providing a job for life with a strong focus on well-being of the employee. Organizational objectives - correct answers_____ reflect the goals of the organization. Authority - correct answers_____ is the right to make decisions. time and amount - correct answers Cash flow refers to the __...

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8 pages

Written in 2025/2026

Grade A+

RealGrades

The CRM strategy cycle consists of what? - correct answers Acquisition, Retention, Win-back Acquisition - correct answers Attempt to capture potential customers' identities and begin a dialogue. Aimed at prospects, not customers 4 acquisition strategies are: - correct answers1. reduce adverse selection 2. develop an acquisition program 3. encourage word of mouth 4. use idiosyncratic-fit heuristic Retention - correct answers Strategies to retain its customers and ensure they do no...

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7 pages

Written in 2025/2026

Grade A+

RealGrades

customer relationship management - correct answers the initiation, enhancement, maintenance of mutually beneficial customer and partner long-term relationships through business intelligence-generated strategies based on the capture, storing, and analysis of information gathered from all customer and partner touch points 5 key process that help define CRM - correct answers1. strategy development 2. value creation 3. multichannel integration 4. information management 5. performance assessme...

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6 pages

Written in 2025/2026

Grade A+

RealGrades

4 types of customer engagement - correct answers1. cognitive engagement 2. affective engagement 3. behavioral engagement 4. social engagement 5 popular techniques for acquiring new customers - correct answers o referrals o events o shows o publicity o telemarketing o SMS and email campaigning o Product placement and integration o Pitching Anglo-Australian school - correct answers♣ 6 markets model • internal markets • referral markets • influence markets • recruitme...

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20 pages

Written in 2025/2026

Grade A+

RealGrades

Customer Value - correct answers the economic value of the customer relationship to the firm - expressed on the basis of contribution margin or net profit CRM - correct answers the practice of analyzing and utilizing market databases and leveraging communication technologies to determine corporate practices and methods that will maximize the lifetime value of each individual customer to the firm Behavioral loyalty - correct answers the observed action that customers demonstrate toward a pa...

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8 pages

Written in 2025/2026

Grade A+

RealGrades

Marketing - correct answers a distinct organizational culture represented by a fundamental shared set of beliefs and values that put the customer at the center of a firm's strategic and operational thinking main function: address the needs of customer segments Customer Concept - correct answers conduct of all marketing activities with the belief that the individual customer is the center unit of analysis and action main function: meeting individual customer needs when marketing ac...

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31 pages

Written in 2025/2026

Grade A+

RealGrades

The primary objective of the IDIC process is: - correct answers Building a customer's trust ___ requires companies to trust different customers differently( in other words, to treat individual customers or customer organizations as unique) - correct answers A genuine business relationship One of the primary economic assets of a company is: - correct answers Customer information The fourth implementation task in the IDIC implementation model is: - correct answers Customize The "...

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6 pages

Written in 2025/2026

Grade A+

RealGrades

The customer centric customer would gather customer information by....... - correct answers The goal of identifying customers to recognize each customer at every contact and to link those data points to provide a full picture of the customer An enterprise's best first step to identifying customers is... - correct answers Take inventory of all customer data available in any electronic format What is the primary goal of frequency marketing? - correct answers Frequency marketing programs a...

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3 pages

Written in 2025/2026

Grade A+

RealGrades

In which two general ways can companies compete, and how does CRM help enable both? - correct answers What they sell and how they are run. CRM helps what they sell by identifying what the kinds of thing consumers would want to purchase, CRM helps how they're ran by identifying brands and organizations that consumers admire and value. Define touchpoints and moments of truth, and relate both to the customer experience. - correct answers-Touchpoints: Any interaction with a company or product....

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8 pages

Written in 2025/2026

Grade A+

RealGrades

Customer Relationship Management (CRM) - correct answers enables an organization to better manage relationships with suppliers, distributors, deals etc. It is the initiation, enhancement, and maintenance of mutually beneficial customer and partner long-term relationships through business intelligence-generated strategies based on info gathered. CRM is a ________ marketing strategy that focuses on managing the customer experience - correct answers defensive CRM is a difficult business p...

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11 pages

Written in 2025/2026

Grade A+

RealGrades

In which two general ways can companies compete, and how does CRM help enable both? - correct answers1. what they sell 2. how they are run - CRM helps with both...it's a way of thinking/ formal business process that can give firms a sustainable competitive advantage (& greater profits) - from how they view and value & manage relationships customers employees suppliers and other partners investors Define touchpoints and moments of truth, and relate both to the customer experience?...

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8 pages

Written in 2025/2026

Grade A+

RealGrades