Exam 20: Customer Relationship Management

Volvo has a Web site that caters to car enthusiasts who might want to see concept cars evolve into real-life products.It would have used data mining to locate people who were car enthusiasts and innovators.

_____ uses independent and dependent variables to predict the likelihood that some occurrence,such as a response or purchase,will take place.

The guest at a Marriott stepped in a mud puddle on his way into the hotel.His shoes were drenched,and he had planned to wear them to an important sales presentation in an hour.The hotel concierge saw the guest's unhappy face and asked if he could help.After learning of the problem,the concierge loaned the guest his shoes to wear to the meeting.The concierge was able to handle the situation in a matter that created customer satisfaction because Marriott:

Les Ailes de la Mode is a Quebec retail store that promotes the highest quality customer service has not only established itself as a top retailer in the province,but also as a credit card and point program company,a cataloger,and even a publisher.Through gathering customer information for its credit cards and point program,through catalog orders,and through subscriptions to its publications,Les Ailes de la Mode has created several different: