1. What is customer relationship management?

A It is an approach to reducing costs and increasing profitability solely by using data to analyze customer needs

B It is a suite of software tools that helps manage customer relationships

C It is a process for managing difficult customers

D It is an approach to reducing costs and increasing profitability by improving customer loyalty

2. Customer service can be defined as the overall process or strategy that an organization employs to

A Create customer satisfaction

B Process warranty returns

C Build a good website

D Guard against negative comments on social media

3. What is a major challenge associated with collaborative relationships?

A They rarely achieve the kind of performance results that cooperative relationships achieve

B Organizations must spend time developing the relationship as opposed to other value-adding activities

C They take a minimal amount of time, energy, and effort

D They are costly to implement and are rarely successful

4. Transactional relationships in a supply chain are also called

A Cooperative relationships

B Competitive relationships

C Arm's-length relationships

D Distributive relationships

5. Which of the following terms best describes an approach that seeks to build long-term value by ensuring that every part of an organization understands its role in serving the customer?

A Quality management

B Value stream management

C Customer relationship management

D Customer life cycle management

6. What are the three general types of relationships in the supply chain?

A Transactional, collaborative, and strategic

B Combative, adversarial, and non-productive

C Cooperative, arm's-length, and short-term

D Strategic, limited, and cautious

7. What are the key steps or stages of customer life cycle management (CLM)?

A Introduction, acquisition, conversion, and loyalty

B Identifying, gaining, managing, and keeping customers

C Introduction, growth, maturity, and decline

D Reach, acquire, maintain, and grow

8. Which of the following describes two or more organizations cooperating and modifying their business objectives and practices to achieve joint long-term goals and objectives?

A Arm's-length

B Friendship

C Joint venture

D Strategic alliance

9. What are three main categories of performance measures for evaluating customer service performance?

A Retention, quality, cost, and supporting measures

B Technology, quality, cost, and time measures

C Delivery, cost, and quality

D Time, quality, price, and supporting measures

10. When should time be devoted to customers to ensure good maintenance of relationships?

A Before, during, and after the sale

B During the order entry process only

C When there is a warranty issue

D When there is a product failure