Reference no: EM132293718

1. Customer touch points and data mining are related to which element of the process cycle for customer relationship management?

a. analysis and refinement

b. supplier interface

c. customer interaction

d. knowledge discovery

e. marketing planning

2. DeWanda's business spent a large amount of time determining its brand image and how it would deliver its message to its customers. These are elements of ________.

a. stakeholder relations

b. Marketing (Big M)

c. the supply chain

d. strategic marketing

e. marketing (little m)

3. The main difference between B2C and B2B markets is ________.

a. B2C requires the ability to discover customer needs and solve their problems more than B2B.

b. good interpersonal and communication skills are more important for B2C than for B2B.

c. B2B requires more knowledge of the products being sold than B2C.

d. B2B requires more supervision and performance evaluation than B2C.

e. services sold by B2B salespeople are more expensive and technically complex than those in B2C.

4. For successful Marketing (Big M), customer orientation must be understood by ________.

a. an organization's suppliers

b. the top management only

c. the existing customers

d. an organization's competitors

e. everyone in the organization

5. A typical supply chain

Begins with the supplier of raw materials

Includes the final customer

Is characterized by interconnectedness

All of the above

None of the above