CRM and ERP in Business Management
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Questions and Answers

What is a primary focus of Customer Relationship Management?

  • Enhancing customer experiences (correct)
  • Maximizing product sales
  • Reducing operational costs
  • Increasing market share

Which of the following represents a benefit of Customer Relationship Management for small firms?

  • Reduced customer retention rates
  • Increased likelihood of customer referrals (correct)
  • Higher acquisition costs for new customers
  • Lower price competitiveness

What changes are typically required for effective implementation of CRM?

  • Alterations in processes and culture (correct)
  • Expansion of physical storefronts
  • An increase in product features
  • Higher production levels

Which of the following strategies is crucial in CRM regarding the target base?

<p>Targeting a highly defined customer group (A)</p> Signup and view all the answers

Why might long-time customers be more valuable than new customers according to CRM principles?

<p>They require less marketing effort. (A)</p> Signup and view all the answers

What is one of the foundational beliefs about exceptional customer service?

<p>Exceptional service can enhance customer satisfaction. (A)</p> Signup and view all the answers

Which key element is necessary for managing customer satisfaction effectively?

<p>Setting up a complaint handling system. (C)</p> Signup and view all the answers

What is a result of building positive transactional relationships with customers?

<p>Increased firm profits. (D)</p> Signup and view all the answers

Which of the following is NOT considered a basic benefit of a product or service in customer satisfaction?

<p>Customization of services. (B)</p> Signup and view all the answers

What type of services should be delivered to excel in meeting customer preferences?

<p>Extraordinary services that feel customized. (D)</p> Signup and view all the answers

What must occur before a consumer's purchase behavior can begin?

<p>Need recognition must take place. (C)</p> Signup and view all the answers

Which of the following is an example of evaluative criteria?

<p>The features or characteristics of a product used for comparison. (A)</p> Signup and view all the answers

What does the term 'evoked set' refer to in consumer behavior?

<p>A group of brands the consumer is aware of and considers for purchase. (C)</p> Signup and view all the answers

How can marketing strategy influence need recognition?

<p>By creating a sense of urgency around existing needs. (B)</p> Signup and view all the answers

Which statement about the need recognition stage is true?

<p>It requires a consumer's awareness of their ideal state. (C)</p> Signup and view all the answers

What primary function does Customer Relationship Management (CRM) serve for a business?

<p>It allows for the management of customer and prospect information in one place. (D)</p> Signup and view all the answers

Which of the following is NOT a key consideration when understanding consumer behavior?

<p>Monetary strategies (A)</p> Signup and view all the answers

Why is extraordinary customer service significant for small businesses?

<p>It fosters customer loyalty and positive word-of-mouth. (D)</p> Signup and view all the answers

Which statement is true regarding the relationship between ERP and CRM systems?

<p>ERP integrates various business processes including CRM. (C)</p> Signup and view all the answers

What aspect of consumer behavior highlights the significance of consumers as decision-makers?

<p>Their ability to influence market trends. (A)</p> Signup and view all the answers

What is a major benefit of using technology in CRM systems?

<p>Technology enhances the ability to analyze customer data effectively. (D)</p> Signup and view all the answers

Which of the following is a characteristic of Enterprise Resource Planning (ERP)?

<p>It integrates key business processes like supply chain management. (D)</p> Signup and view all the answers

What role does creating a customer database play in CRM?

<p>It enables efficient tracking and analysis of customer interactions. (B)</p> Signup and view all the answers

What is a primary factor that can influence a customer's purchase decision?

<p>Brands in the evoked set (B)</p> Signup and view all the answers

Which scenario is most likely to evoke post-purchase dissonance in a customer?

<p>Feeling uncertain about the selection after leaving the store (C)</p> Signup and view all the answers

What technique can help reduce post-purchase dissonance?

<p>Reassurance from salespersons (B)</p> Signup and view all the answers

Which of the following best describes a planned purchase?

<p>A purchase made with a specific product in mind (C)</p> Signup and view all the answers

What might lead to customer complaints after a purchase?

<p>Post-purchase dissonance (A)</p> Signup and view all the answers

Which option describes a common method for supporting customer post-purchase satisfaction?

<p>Providing guarantees and trial periods (C)</p> Signup and view all the answers

In which purchase setting might the layout of a store particularly influence buying behavior?

<p>Physical retail stores (D)</p> Signup and view all the answers

What is a potential outcome of post-purchase dissonance?

<p>Brand switching (A)</p> Signup and view all the answers

Customer Experience Management (CEM) focuses solely on the product quality offered to customers.

<p>False (B)</p> Signup and view all the answers

Providing custom service is essential for maintaining extraordinary customer service.

<p>True (A)</p> Signup and view all the answers

Addressing problems promptly is considered a minor detail in customer service.

<p>False (B)</p> Signup and view all the answers

Keeping in touch with customers is unnecessary for effective Customer Experience Management.

<p>False (B)</p> Signup and view all the answers

Extraordinary service requires a formal relationship rather than a first-name basis approach.

<p>False (B)</p> Signup and view all the answers

Having a positive experience with a business does not significantly contribute to the firm’s value equation.

<p>False (B)</p> Signup and view all the answers

Demographics and lifestyle data are essential categories for building a customer database in CRM.

<p>True (A)</p> Signup and view all the answers

Transaction data is irrelevant when creating a customer database for CRM purposes.

<p>False (B)</p> Signup and view all the answers

Complaints are considered a valuable category of information in a CRM database.

<p>True (A)</p> Signup and view all the answers

Web 3.0 technologies are exclusively used in CRM software and are not influenced by Web 2.0.

<p>False (B)</p> Signup and view all the answers

Study Notes

Enterprise Resource Planning (ERP)

  • ERP is a business management solution.
  • It helps companies manage accounting and finances, supply chains and operations.

Customer Relationship Management (CRM)

  • CRM is used to store and manage customer information in one central location.
  • CRM stores information such as contact information, accounts, leads and sales opportunities.
  • CRM is not dependent on ERP.

CRM as Business Strategy

  • CRM is a company-wide business strategy that focuses on specific customer groups.
  • CRM optimizes profitability and customer satisfaction.
  • It prioritizes customers over products.

Benefits of CRM

  • Acquiring new customers is expensive.
  • Long-term customers spend more than new customers.
  • Customer satisfaction leads to increased profits.

Customer Needs Recognition

  • Customers realize their current state of affairs differs from their ideal state.
  • Customers need to recognize a need before they begin purchasing.
  • Marketing strategies can be used to increase recognition of need.

Evaluative Criteria

  • Evaluative criteria are features or characteristics that customers use to compare brands.
  • The evoked set is a group of brands that a customer is willing to consider.

Purchase Decisions

  • Brand advertising influences purchase decisions.
  • Purchase settings include stores and non-store outlets.
  • Purchase intentions can be planned or spontaneous.

Post-Purchase Evaluation

  • Post-purchase dissonance is the anxiety felt after a purchase.
  • Dissonance can be reduced by:
    • Salesperson reassurance.
    • Guarantees and trial periods.
    • Customer follow-ups.
    • Information from other users.

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Related Documents

ERP & CRM PDF

Description

Explore the fundamental concepts of Enterprise Resource Planning (ERP) and Customer Relationship Management (CRM) in this quiz. Learn how these business strategies help companies manage finances, optimize customer relationships, and drive profitability. Understand the importance of recognizing customer needs in order to improve satisfaction and retention.

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