Question 1

What occurs when a website can know enough about a person's likes and dislikes that it can fashion offers that are more likely to appeal to that person?

Accepted Answer

A)   Operational CRM
B)   Analytical CRM
C)   Personalization
D)   All of these

Question 2

Which of the following is not one of the CRM business drivers?

Accepted Answer

A)   Inventory control
B)   Increase revenues
C)   Accountability
D)   Automation/productivity/efficiency

Question 3

Which of the following is the first CRM implementation strategy?

Accepted Answer

A)   Define information needs and flows.
B)   Build an integrated view of the customer.
C)   Clearly communicate the CRM strategy.
D)   Implement in iterations.

Question 4

___________ CRM supports traditional transactional processing for day-to-day front-office operations or systems that deal directly with the customers.

Accepted Answer

The answer of ___________ CRM supports traditional transactional processing for...

Question 5

Compare operational CRM and analytical CRM.

Accepted Answer

Operational CRM supports traditional tra...

Question 6

Which of the following is not one of the questions asked during the reporting phase of CRM?

Accepted Answer

A)   What is the total revenue by customer?
B)   How many units did we manufacture?
C)   Where did we sell the most products?
D)   Who are our customers?

Question 7

What is the term that identifies how frequently a customer purchases items?

Accepted Answer

A)   Recency
B)   Frequency
C)   Monetary value
D)   Reporting

Question 8

List and describe the primary forces driving the explosive growth of CRM.

Accepted Answer

(1)Automation/productivity/eff...

Question 9

CRM allows an organization to accomplish all of the following except:

Accepted Answer

A)   Provide better customer service.
B)   Make call centers more efficient.
C)   Complicate marketing and sales processes.
D)   Help sales staff close deals faster.

Question 10

Which of the following is not one of the questions asked during the analyzing phase of CRM?

Accepted Answer

A)   What customers are at risk of leaving?
B)   Why was customer revenue so high?
C)   Why did sales not meet forecasts?
D)   Who are our customers?

Question 11

What supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers?

Accepted Answer

A)   Analytical CRM
B)   Operational CRM
C)   Personalization
D)   All of these

Question 12

The business world is shifting from customer focus to product focus.

Accepted Answer

A) True 
 B)False

Question 13

What can analytical CRM modeling tools discover?

Accepted Answer

A)   Identify opportunities for expanding customer relationships.
B)   Identify opportunities for cross-selling.
C)   Identify opportunities for up-selling.
D)   All of these.

Question 14

Define the relationship between decision making and analytical CRM.

Accepted Answer

Analytical CRM solutions are designed to...

Question 15

Which of the following is not one of the questions asked during the predicting phase of CRM?

Accepted Answer

A)   What is the total revenue by customer?
B)   What products will the customer buy?
C)   Who are the best candidates for a mailing?
D)   What is the lifetime profitability of a customer?

Question 16

CRM is a technology based on the premise that those organizations that understand the needs of individual customers are best positioned to achieve sustainable competitive advantage in the future.

Accepted Answer

A) True 
 B)False

Question 17

___________ office operations deal directly with the customer.

Accepted Answer

The answer of ___________ office operations deal directly with the...

Exam 11: Building a Customer-Centric Organization Customer Relationship Management

Compare operational CRM and analytical CRM.

Correct Answer
verified
Operational CRM supports traditional tra...
View Answer

Which of the following is the first CRM implementation strategy?

Correct Answer
verified

___________ office operations deal directly with the customer.

Correct Answer
verified

Which of the following is not one of the CRM business drivers?

Correct Answer
verified

What can analytical CRM modeling tools discover?

Correct Answer
verified

CRM allows an organization to accomplish all of the following except:

Correct Answer
verified

Which of the following is not one of the questions asked during the predicting phase of CRM?

Correct Answer
verified

CRM is a technology based on the premise that those organizations that understand the needs of individual customers are best positioned to achieve sustainable competitive advantage in the future.

Correct Answer
verified

Which of the following is not one of the questions asked during the reporting phase of CRM?

Correct Answer
verified

List and describe the primary forces driving the explosive growth of CRM.

Correct Answer
verified
(1)Automation/productivity/eff...
View Answer

Which of the following is not one of the questions asked during the analyzing phase of CRM?

Correct Answer
verified

Define the relationship between decision making and analytical CRM.

Correct Answer
verified
Analytical CRM solutions are designed to...
View Answer

The business world is shifting from customer focus to product focus.

Correct Answer
verified

What is the term that identifies how frequently a customer purchases items?

Correct Answer
verified

What occurs when a website can know enough about a person's likes and dislikes that it can fashion offers that are more likely to appeal to that person?

Correct Answer
verified

___________ CRM supports traditional transactional processing for day-to-day front-office operations or systems that deal directly with the customers.

Correct Answer
verified

What supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers?

Correct Answer
verified

Exam 11: Building a Customer-Centric Organization Customer Relationship Management

Compare operational CRM and analytical CRM.

Correct AnswerverifiedOperational CRM supports traditional tra...View AnswerShow Answer

Which of the following is the first CRM implementation strategy?

Correct AnswerverifiedShow Answer

___________ office operations deal directly with the customer.

Correct AnswerverifiedShow Answer

Which of the following is not one of the CRM business drivers?

Correct AnswerverifiedShow Answer

What can analytical CRM modeling tools discover?

Correct AnswerverifiedShow Answer

CRM allows an organization to accomplish all of the following except:

Correct AnswerverifiedShow Answer

Which of the following is not one of the questions asked during the predicting phase of CRM?

Correct AnswerverifiedShow Answer

CRM is a technology based on the premise that those organizations that understand the needs of individual customers are best positioned to achieve sustainable competitive advantage in the future.

Correct AnswerverifiedShow Answer

Which of the following is not one of the questions asked during the reporting phase of CRM?

Correct AnswerverifiedShow Answer

List and describe the primary forces driving the explosive growth of CRM.

Correct Answerverified(1)Automation/productivity/eff...View AnswerShow Answer

Which of the following is not one of the questions asked during the analyzing phase of CRM?

Correct AnswerverifiedShow Answer

Define the relationship between decision making and analytical CRM.

Correct AnswerverifiedAnalytical CRM solutions are designed to...View AnswerShow Answer

The business world is shifting from customer focus to product focus.

Correct AnswerverifiedShow Answer

What is the term that identifies how frequently a customer purchases items?

Correct AnswerverifiedShow Answer

What occurs when a website can know enough about a person's likes and dislikes that it can fashion offers that are more likely to appeal to that person?

Correct AnswerverifiedShow Answer

___________ CRM supports traditional transactional processing for day-to-day front-office operations or systems that deal directly with the customers.

Correct AnswerverifiedShow Answer

What supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers?

Correct AnswerverifiedShow Answer

Correct Answer
verified
Operational CRM supports traditional tra...
View 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
(1)Automation/productivity/eff...
View Answer

Correct Answer
verified

Correct Answer
verified
Analytical CRM solutions are designed to...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified