Question 1

Private clouds allow corporate users to internally manage their data centers.

Accepted Answer

A) True 
 B)False

Question 2

Which of the following customer service elements can be classified as examples of post-transaction elements?

Accepted Answer

A)   Salesperson politeness
B)   Customer complaint resolution
C)   Customer service policies
D)   The company's choice of organizational structure

Question 3

It is best to integrate information about and results relating to marketing efforts like customer loyalty programs,frequent user cards,and credit card applications within an organization.Integrating the efforts of these programs between employees and an organization's IT systems (data warehouses)can help managers make more informed customer-focused decisions.

Accepted Answer

A) True 
 B)False

Question 4

According to the text,poor planning is typically the cause for most unsuccessful CRM initiatives.

Accepted Answer

A) True 
 B)False

Question 5

The element of a CRM program in which a customer's lifetime value is calculated is referred to as:

Accepted Answer

A)   Segmenting customers
B)   Predicting customer behaviors
C)   Customer value determination
D)   Customer preference determination

Question 6

Your company's marketing efforts allow customers to "opt-out" of receiving email advertisers.This is referred to as:

Accepted Answer

A)   Event-based marketing
B)   Relationship marketing
C)   Customer churn
D)   Customer preference marketing

Question 7

Because integrated supply chains require good suppliers to act as good supply-chain customer partners,CRM programs should include first-tier customer training and education to ensure proper use of purchase products.

Accepted Answer

A) True 
 B)False

Question 8

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?

Accepted Answer

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

Question 9

While a company's Internet presence may be desirable for finding information or conducting product transfers,touching products and talking face-to-face with company representatives remains an integral part of the supplier-customer interface.

Accepted Answer

A) True 
 B)False

Question 10

List three key ingredients required to successfully design and/or implement a CRM program.

Accepted Answer

1.CRM Plan Development - A CRM project r...

Question 11

Sales force automation products help salespeople better manage their accounts,their business opportunities,and communications while away from the office.

Accepted Answer

A) True 
 B)False

Question 12

Cross-selling is a term used when customers are sold additional products as the result of an initial purchase.

Accepted Answer

A) True 
 B)False

Question 13

Define THREE of the goals of the common CRM program.How does CRM software attempt to achieve each of these goals.

Accepted Answer

Some possible answers:
1. Increasing ...

Question 14

A CRM program primarily attempts to monitor and/or manage three things: an organization's customers, sales force, and customer service level..
List two different tools or components of CRM for each of three areas:
1.Customers
2.Sales Force
3.Customer Service Level
Describe how each tool or component is utilized in the monitoring and/or managing of the customers, sales force, or customer service level.

Accepted Answer

•Customers
1.

- Using data to categorize...

Question 15

In general,companies avoid social media sites since they rarely are able to find useful information about customer opinions via blogs and social networking sites.

Accepted Answer

A) True 
 B)False

Question 16

While a well planned and organized CRM plan can be extremely useful in developing effective and efficient marketing programs for retailers,they are not particularly helpful for manufacturing companies like GM since their touches with the customer are few.

Accepted Answer

A) True 
 B)False

Question 17

Companies work very hard to reduce the number of their present customers which never return.This customer defection is often referred to as:

Accepted Answer

A)   Customer churn
B)   Clickstream defection
C)   Balking
D)   Revenue Exodus

Question 18

Below are trends to consider in the area of CRM programs.Briefly describe the issue and discuss why it is something important to monitor.
a.Privacy
b.Use of ASPs
c.Global uses of CRM
d.Integration issues

Accepted Answer

a.Privacy - Consumers fear who controls ...

Question 19

When an organization attempts to offer the right products and services to customers at the right time through the offer of individual promotions tied to specific events,like birthdays and anniversaries,this is referred to as:

Accepted Answer

A)   Event-based marketing
B)   Segmented selling
C)   Personal holiday marketing
D)   Extreme segmentation marketing

Question 20

Up until now CRM has been very effective for most companies because it has focused on building customers' trust and loyalty,ultimately building a strong relationship with the customer through programs that make it easy for the customer to return products and get information from people inside the organization.

Accepted Answer

A) True 
 B)False

Exam 10: Customer Relationship Management

Correct Answer
verified

Cross-selling is a term used when customers are sold additional products as the result of an initial purchase.

Correct Answer
verified

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?

Correct Answer
verified

In general,companies avoid social media sites since they rarely are able to find useful information about customer opinions via blogs and social networking sites.

Correct Answer
verified

When an organization attempts to offer the right products and services to customers at the right time through the offer of individual promotions tied to specific events,like birthdays and anniversaries,this is referred to as:

Correct Answer
verified

Private clouds allow corporate users to internally manage their data centers.

Correct Answer
verified

While a well planned and organized CRM plan can be extremely useful in developing effective and efficient marketing programs for retailers,they are not particularly helpful for manufacturing companies like GM since their touches with the customer are few.

Correct Answer
verified

Sales force automation products help salespeople better manage their accounts,their business opportunities,and communications while away from the office.

Correct Answer
verified

Define THREE of the goals of the common CRM program.How does CRM software attempt to achieve each of these goals.

Correct Answer
verified
Some possible answers:
1. Increasing ...
View Answer

Which of the following customer service elements can be classified as examples of post-transaction elements?

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
•Customers
1.- Using data to categorize...
View Answer

List three key ingredients required to successfully design and/or implement a CRM program.

Correct Answer
verified
1.CRM Plan Development - A CRM project r...
View Answer

Because integrated supply chains require good suppliers to act as good supply-chain customer partners,CRM programs should include first-tier customer training and education to ensure proper use of purchase products.

Correct Answer
verified

According to the text,poor planning is typically the cause for most unsuccessful CRM initiatives.

Correct Answer
verified

Your company's marketing efforts allow customers to "opt-out" of receiving email advertisers.This is referred to as:

Correct Answer
verified

While a company's Internet presence may be desirable for finding information or conducting product transfers,touching products and talking face-to-face with company representatives remains an integral part of the supplier-customer interface.

Correct Answer
verified

Below are trends to consider in the area of CRM programs.Briefly describe the issue and discuss why it is something important to monitor. a.Privacy b.Use of ASPs c.Global uses of CRM d.Integration issues

Correct Answer
verified
a.Privacy - Consumers fear who controls ...
View Answer

Companies work very hard to reduce the number of their present customers which never return.This customer defection is often referred to as:

Correct Answer
verified

The element of a CRM program in which a customer's lifetime value is calculated is referred to as:

Correct Answer
verified

Exam 10: Customer Relationship Management

Correct AnswerverifiedShow Answer

Cross-selling is a term used when customers are sold additional products as the result of an initial purchase.

Correct AnswerverifiedShow Answer

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?

Correct AnswerverifiedShow Answer

In general,companies avoid social media sites since they rarely are able to find useful information about customer opinions via blogs and social networking sites.

Correct AnswerverifiedShow Answer

When an organization attempts to offer the right products and services to customers at the right time through the offer of individual promotions tied to specific events,like birthdays and anniversaries,this is referred to as:

Correct AnswerverifiedShow Answer

Private clouds allow corporate users to internally manage their data centers.

Correct AnswerverifiedShow Answer

While a well planned and organized CRM plan can be extremely useful in developing effective and efficient marketing programs for retailers,they are not particularly helpful for manufacturing companies like GM since their touches with the customer are few.

Correct AnswerverifiedShow Answer

Sales force automation products help salespeople better manage their accounts,their business opportunities,and communications while away from the office.

Correct AnswerverifiedShow Answer

Define THREE of the goals of the common CRM program.How does CRM software attempt to achieve each of these goals.

Correct AnswerverifiedSome possible answers:1. Increasing ...View AnswerShow Answer

Which of the following customer service elements can be classified as examples of post-transaction elements?

Correct AnswerverifiedShow Answer

Correct AnswerverifiedShow Answer

Correct Answerverified•Customers 1.- Using data to categorize...View AnswerShow Answer

List three key ingredients required to successfully design and/or implement a CRM program.

Correct Answerverified1.CRM Plan Development - A CRM project r...View AnswerShow Answer

Because integrated supply chains require good suppliers to act as good supply-chain customer partners,CRM programs should include first-tier customer training and education to ensure proper use of purchase products.

Correct AnswerverifiedShow Answer

According to the text,poor planning is typically the cause for most unsuccessful CRM initiatives.

Correct AnswerverifiedShow Answer

Your company's marketing efforts allow customers to "opt-out" of receiving email advertisers.This is referred to as:

Correct AnswerverifiedShow Answer

While a company's Internet presence may be desirable for finding information or conducting product transfers,touching products and talking face-to-face with company representatives remains an integral part of the supplier-customer interface.

Correct AnswerverifiedShow Answer

Below are trends to consider in the area of CRM programs.Briefly describe the issue and discuss why it is something important to monitor. a.Privacy b.Use of ASPs c.Global uses of CRM d.Integration issues

Correct Answerverifieda.Privacy - Consumers fear who controls ...View AnswerShow Answer

Companies work very hard to reduce the number of their present customers which never return.This customer defection is often referred to as:

Correct AnswerverifiedShow Answer

The element of a CRM program in which a customer's lifetime value is calculated is referred to as:

Correct AnswerverifiedShow Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
Some possible answers:
1. Increasing ...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
•Customers
1.- Using data to categorize...
View Answer

Correct Answer
verified
1.CRM Plan Development - A CRM project r...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
a.Privacy - Consumers fear who controls ...
View Answer

Correct Answer
verified

Correct Answer
verified