chapter12

Question 1

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

Answer 1

analytical CRM systems

Question 2

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.

Answer 2

bundling

Question 3

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

Answer 3

campaign management applications

Question 4

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

Answer 4

collaborative CRM systems

Question 5

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

Answer 5

cross-selling

Question 6

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

Answer 6

customer-facing CRM applications

Question 7

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

Answer 7

customer interaction centers

Question 8

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.

Answer 8

customer relationship management (CRM)

Question 9

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

Answer 9

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

Question 10

Any interactions between a customer and an organization.

Answer 10

customer touch points

Question 11

(seecustomer-touching CRM applications)

Answer 11

electronic CRM (e-CRM) applications

Question 12

Programs that offer rewards to customers to influence future behavior.

Answer 12

loyalty programs

Question 13

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.

Answer 13

mobile CRM system

Question 14

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

Answer 14

on-demand CRM system

Question 15

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

Answer 15

open-source CRM system

Question 16

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

Answer 16

operational CRM systems

Question 17

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

Answer 17

sales force automation

Question 18

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.

Answer 18

up-selling