Which of the Following Is a Method That Organizations Typically

question 38

Multiple Choice

Which of the following is a method that organizations typically use in attempting to effectively manage the relationships between the organization and its customers at the customer service level?

• A) Reengineering and/or automating call centers based on past call center data
• B) Developing web sites that allow customers to access their personal accounts and/or information like hours of operation, store locations, and product information
• C) Utilizing CRM programs to administer personalized surveys based specific customer segments
• D) All of these

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Definitions:

Variable Overhead Rate Variance

The difference between the actual variable overhead incurred and the standard cost of the variable overhead allotted for the actual production level.

Supplies

Materials and items that are used in the day-to-day operations of a business but are not directly tied to the production of goods or services.

Variable Overhead Efficiency Variance

The difference between the expected (standard) cost of variable overheads based on actual production and the actual cost incurred.

Variable Overhead Efficiency Variance

A measure that reflects the efficiency of variable overhead resource usage by comparing the standard hours allowed with the actual hours used.