__________ marketing refers to the process of developing solidknowledge about customers and their likes and dislikes by trackingand using the pattern and content of communications to and from thecustomers. 
A. Profile 
B. Customer focused 
C. Closed-loop 
D. Responsive 

Question 2
__________ refers to the ability of a business to identify andtarget individual customers, as with pointcasttechnologies. 
A. Addressability 
B. Accountability 
C. Customer-centric 
D. Modularization 

Question 3
Prior to the emergence of relationship marketing, businessresearchers and practitioners emphasized the importance ofunderstanding and implementing practices that promoted a company’sability to: 
A. bring a product to market. 
B. complete transactions. 
C. compete in the marketplace. 
D. increase product prices. 

Question 4
__________ exists when an interaction between two parties indicatescooperative actions undertaken for mutual benefit; that is, thecustomer becomes an active partner in creating the nature of theexchange. 
A. Synthesis 
B. Symbiosis 
C. A continuum 
D. A collaborative orientation 

Question 5
Which of the following is NOT one of the fundamental shifts in theways that business researchers and practitioners address businessexchange? 
A. From a competition focus to a cooperation focus 
B. From a discrete, company-based focus to a networkedfocus 
C. From a relational exchange focus to a transactionalfocus 
D. From a product focus to a person focus 

Question 6
By integrating and analyzing stored data, through a process knownas data __________, businesses can better match targeted offers tocustomer needs and expectations. 
A. analysis 
B. warehousing 
C. management 
D. mining 

Question 7
Customer __________ management is the oversight of the set ofinteractions between a company and its customers, from initialcontact through customer support. 
A. lifetime value 
B. relationship 
C. life cycle 
D. expectations 

Question 8
__________ is exhibited as willingness to rely on an exchangepartner, based on perceptions of the partner’s reliability andintegrity. 
A. Trust 
B. Commitment 
C. Satisfaction 
D. Relationship 

Question 9
A(n) __________ is a software agent that can learn a customer’spreferences, and then carry out search actions that match thisknowledge with knowledge of other user’s preferences. 
A. search engine 
B. recommender system 
C. CRM system 
D. smart card 

Question 10
Which of the following is NOT an expectation of a paymentsystem? 
A. Integrity 
B. Confidentiality 
C. Authority 
D. Authentication 

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