Customer Relationship Management

Question 1

Customer Service

Answer 1

-Human Methods
-Mechanical Methods

Question 2

CS Policies

Answer 2

-Timeliness
-Reliability
-Customer communication
-Ease of doing business

Question 3

Order cycle functions

Answer 3

-Placing orders
-Processing orders
-Filling orders
-Delivering orders
-Processing returns

Question 4

Social Media in CS

Answer 4

-To inform customers, provide assistance and feedback
-Websites for customer complaints
-Non profits

Question 5

Metrics

Answer 5

-Fill rate
-Perfect Order Rate
-On time delivery
-Order Cycle time
-Customer Communication
-Responsiveness

Question 6

Fill Rate

Answer 6

-Item Fill Rate
-Dollar Fill Rate
-Line Fill Rate

Question 7

Customer Communication

Answer 7

-Pre transaction
-At transaction
-Post transaction

Question 8

GAP Model

Answer 8

Identifies and addresses gaps between what company provides customers and what they want

Question 9

Relationship Marketing

Answer 9

-Establishing customer value
-Meeting or exceeding customer expectation

Question 10

Improving customer relationship

Answer 10

-Empowering service employees
-Service Recovery

Question 11

Customer Metrics

Answer 11

-Share of Customer
-Customer Equity
-Customer Focus
-Lifetime value