Exam 14: Building Customer Relationships

Compare CRM marketing efforts between current customers and new customers.

Match the term with its definition a.80/20 Principle b.Customer database c.Customer segmentation strategy d.Evaluative criteria e.Evoked set f.Perception g.Perceptual categorization h.Post-purchase dissonance i.Recency-frequency-monetary analysis j.Touch point k.Transactional relationship -The individual processes that give meaning to the stimuli confronting consumers

Nikita's decision to buy her shoes at the same shop that her boss patronizes is the result of which sociological influence?

Match the term with its definition a.80/20 Principle b.Customer database c.Customer segmentation strategy d.Evaluative criteria e.Evoked set f.Perception g.Perceptual categorization h.Post-purchase dissonance i.Recency-frequency-monetary analysis j.Touch point k.Transactional relationship -An association between a business and a customer that begins (or ends)with a purchase or a business deal

Evoked sets are features or characteristics of products or services that are used to compare brands.

Match the term with its definition. a.Attitude b.Culture c.Customer experience management d.Customer Lifetime Value e.Customer relationship management f.Motivations g.Needs h.Opinion leader i.Perception j.Perceptual categorization k.Reference group l.Social classes -Goal-oriented forces that organize and give direction to the tension caused by unsatisfied needs

Small businesses must strive to understand post-purchase dissonance among their customers and to manage it effectively.

An evoked set is a group of brands that a consumer is both aware of and willing to consider as a solution to a purchase problem.

Post-purchase dissonance and consumer complaints are both directly related to customer satisfaction.

Behavioral patterns and values that characterize a group of consumers in a target market are called

How can technology improve customer relationships?

According to consumer information-processing theory,_____ is the final stage through which consumers progress.

​The individual processes that give meaning to the stimuli confronting consumers are

A winery promotes its products by holding wine tastings at the restaurants of outstanding local chefs.The winery is utilizing which sociological influence?

Which of the following is true about Yelp.com?

Initial CRM support efforts should be made using the website because the web developers have the most customer contact.

Mary,an independent sales representative,is hindered in her ability to be in contact with clients because of dropped calls on her cell phone.Her decision to purchase a cellular booster for her phone reflects Mary has just proceeded through the _____ stage of consumer decision making.

Consumer needs can be completely satisfied by proper customer relationship management.

Match the term with its definition a.80/20 Principle b.Customer database c.Customer segmentation strategy d.Evaluative criteria e.Evoked set f.Perception g.Perceptual categorization h.Post-purchase dissonance i.Recency-frequency-monetary analysis j.Touch point k.Transactional relationship -The features or charactistics of a product or service that customers use afor comparison

Match the term with its definition a.80/20 Principle b.Customer database c.Customer segmentation strategy d.Evaluative criteria e.Evoked set f.Perception g.Perceptual categorization h.Post-purchase dissonance i.Recency-frequency-monetary analysis j.Touch point k.Transactional relationship -A collection of information about a customer,inlcuding demographic data,attitudes,preferences,and other behavioral characteristics,as defined by CRM goals