Question 1

_______ is/are usually not the same for B2B and B2C CRM environments.

Accepted Answer

A) Data integration steps 
B) Utilization of data warehouses 
C) General database construction 
D) Data variables 
E) Data preparation 
A) Data integration steps 
B) Utilization of data warehouses 
C) General database construction 
D) Data variables 
E) Data preparation D

Question 2

It is often said "companies do not compete, value chains compete".

Accepted Answer

A) True 
 B)False  True

Question 3

When evaluating levels of trust between a salesperson and the customer versus the manufacturer and the customer, Kennedy, Ferrell and LeClair found that he primary influences of customer satisfaction were, in order of importance:

Accepted Answer

A) product quality, caring, competence, low-pressure selling tactics 
B) caring, Product quality, competence, low-pressure selling tactics 
C) product quality, low-pressure selling tactics, competence, caring 
D) low pressure selling tactics, competence, caring, product quality 
E) privacy issues, privacy issues, privacy issues 
A) product quality, caring, competence, low-pressure selling tactics 
B) caring, Product quality, competence, low-pressure selling tactics 
C) product quality, low-pressure selling tactics, competence, caring 
D) low pressure selling tactics, competence, caring, product quality 
E) privacy issues, privacy issues, privacy issues A

Question 4

Research performed on the concept of knowledge benefit from SFA systems by D-G. Ko and A.R. Dennis found that SFA system use was directly related to ___________.

Accepted Answer

A) behavior change 
B) cost reduction 
C) increased customer calls 
D) reduced customer attrition 
E) salesperson performance 
A) behavior change 
B) cost reduction 
C) increased customer calls 
D) reduced customer attrition 
E) salesperson performance

Question 5

A VAR may act as a liaison between the manufacturer and the VAR's customer for initial training purposes and ongoing maintenance, including version updates.

Accepted Answer

A) True 
 B)False

Question 6

___ is not a perceived SFA benefit.

Accepted Answer

A) Long learning curve 
B) Reduction in support costs 
C) Ability to integrate information across strategic partners 
D) Quicker identification of customer issues 
E) Ease of detecting relationship-building trends 
A) Long learning curve 
B) Reduction in support costs 
C) Ability to integrate information across strategic partners 
D) Quicker identification of customer issues 
E) Ease of detecting relationship-building trends

Question 7

An SFA system is perceived by some to include a Knowledge Management component.

Accepted Answer

A) True 
 B)False

Question 8

Research by Ahearne, Srinvasan and Weinstein on saleperson usage of a SFA system over a three month period found that an SFA system usage rate of ____ hits on the system by a salesperson over this three month period was ideal.

Accepted Answer

A) 488 
B) 283 
C) 125 
D) 771 
E) 92 
A) 488 
B) 283 
C) 125 
D) 771 
E) 92

Question 9

Strong customer relationships are built on trust. However trust cannot be mandated but instead must be built over time.

Accepted Answer

A) True 
 B)False

Question 10

Research has shown that less experienced sales representatives benefited four times more than the average for the more experienced, high performance sale representatives.

Accepted Answer

A) True 
 B)False

Question 11

Gartner has found that organizations investing in on-demand PRM benefit from more than a _____ increase in capturing new deals through registration processes and more than a ____ increase in visibility of leads managed by partners.

Accepted Answer

A) 25%, 40% 
B) 20%, 10% 
C) 35%, 40% 
D) 25%, 50% 
E) 18%, 42% 
A) 25%, 40% 
B) 20%, 10% 
C) 35%, 40% 
D) 25%, 50% 
E) 18%, 42%

Question 12

Relative to a CRM or PRM strategy, technology is not the solution but only a support function.

Accepted Answer

A) True 
 B)False

Question 13

____ provide an organization with the capability to recruit VDN partners.

Accepted Answer

A) CRM tools 
B) PRM methodologies 
C) Lead Management solutions 
D) Channel Management tools 
E) Campaign Management tools 
A) CRM tools 
B) PRM methodologies 
C) Lead Management solutions 
D) Channel Management tools 
E) Campaign Management tools

Question 14

A paint manufacturer who decides to bypass selling paint to retailers and instead sells it directly to consumers is practicing _________.

Accepted Answer

A) poor relationship marketing 
B) smart business 
C) PRM 
D) disintermediation 
E) creative channel development 
A) poor relationship marketing 
B) smart business 
C) PRM 
D) disintermediation 
E) creative channel development

Question 15

_____ solutions provide for an accurate, expedient, and cost effective way to provide knowledge to the person who needs it from theperson who is perceived as the expert.

Accepted Answer

A) SFA 
B) PRM 
C) KM 
D) Lead Management 
E) CTI 
A) SFA 
B) PRM 
C) KM 
D) Lead Management 
E) CTI

Question 16

SaaS solutions require large initial investments, which is why many organizations are hesitant to adopt these types of solutions.

Accepted Answer

A) True 
 B)False

Question 17

Within the last decade, value delivery network activity has precipitated the formulation of a/an_______________ by nature of recycling by-products of the various processes.

Accepted Answer

A) reverse value delivery network 
B) trend to long term contract obligations 
C) increased focused on relationship marketing 
D) environmental friendly marketing strategy 
E) new type of storage facilities 
A) reverse value delivery network 
B) trend to long term contract obligations 
C) increased focused on relationship marketing 
D) environmental friendly marketing strategy 
E) new type of storage facilities

Question 18

Market orientation strategies focus on ________.

Accepted Answer

A) mutually profitable relationship management 
B) long-term strategic implications 
C) activities related to delivering to the customer 
D) social identity research 
E) closing the gap between orientation and relationship marketing strategy 
A) mutually profitable relationship management 
B) long-term strategic implications 
C) activities related to delivering to the customer 
D) social identity research 
E) closing the gap between orientation and relationship marketing strategy

Question 19

_____allow you to design and automate virtually any process, including product or service configurations, customer service, scripts for telesales, sales methods, quotes , sales and contract processes.

Accepted Answer

A) Workflow Automation tools 
B) SFA solutions 
C) Channel Management systems 
D) Contract Management systems 
E) Pipeline Management systems 
A) Workflow Automation tools 
B) SFA solutions 
C) Channel Management systems 
D) Contract Management systems 
E) Pipeline Management systems

Question 20

A key reason why a sales person would be reluctant to adopt SFA would be the risk of losing ownership of the customer relationship.

Accepted Answer

A) True 
 B)False

_______ is/are usually not the same for B2B and B2C CRM environments.

It is often said "companies do not compete, value chains compete".

When evaluating levels of trust between a salesperson and the customer versus the manufacturer and the customer, Kennedy, Ferrell and LeClair found that he primary influences of customer satisfaction were, in order of importance:

Research performed on the concept of knowledge benefit from SFA systems by D-G. Ko and A.R. Dennis found that SFA system use was directly related to ___________.

A VAR may act as a liaison between the manufacturer and the VAR's customer for initial training purposes and ongoing maintenance, including version updates.

___ is not a perceived SFA benefit.

An SFA system is perceived by some to include a Knowledge Management component.

Research by Ahearne, Srinvasan and Weinstein on saleperson usage of a SFA system over a three month period found that an SFA system usage rate of ____ hits on the system by a salesperson over this three month period was ideal.

Strong customer relationships are built on trust. However trust cannot be mandated but instead must be built over time.

Research has shown that less experienced sales representatives benefited four times more than the average for the more experienced, high performance sale representatives.

Gartner has found that organizations investing in on-demand PRM benefit from more than a _ increase in capturing new deals through registration processes and more than a increase in visibility of leads managed by partners.

Relative to a CRM or PRM strategy, technology is not the solution but only a support function.

____ provide an organization with the capability to recruit VDN partners.

A paint manufacturer who decides to bypass selling paint to retailers and instead sells it directly to consumers is practicing _________.

_____ solutions provide for an accurate, expedient, and cost effective way to provide knowledge to the person who needs it from theperson who is perceived as the expert.

SaaS solutions require large initial investments, which is why many organizations are hesitant to adopt these types of solutions.

Within the last decade, value delivery network activity has precipitated the formulation of a/an_______________ by nature of recycling by-products of the various processes.

Market orientation strategies focus on ________.

_____allow you to design and automate virtually any process, including product or service configurations, customer service, scripts for telesales, sales methods, quotes , sales and contract processes.

A key reason why a sales person would be reluctant to adopt SFA would be the risk of losing ownership of the customer relationship.

Introduction to Customer Relationship Management

The History and Development of CRM

Relationship Marketing and CRM

Organization and CRM

CRM and Data Management

Technology and Data Platforms

Database and Customer Data Development

Understanding the Customercompany Profit Chain: Satisfaction, Loyalty, Retention, and Profits

The CRM Strategy Cycle: Acquisition, Retention

Privacy and Ethics Considerations

CRM Program Measurement and Tools

Social Networking and CRM

CRM Trends, Challenges, and Opportunities

Filters

Exam 8: Business-To-Business CRM

_______ is/are usually not the same for B2B and B2C CRM environments.

It is often said "companies do not compete, value chains compete".

When evaluating levels of trust between a salesperson and the customer versus the manufacturer and the customer, Kennedy, Ferrell and LeClair found that he primary influences of customer satisfaction were, in order of importance:

Research performed on the concept of knowledge benefit from SFA systems by D-G. Ko and A.R. Dennis found that SFA system use was directly related to ___________.

A VAR may act as a liaison between the manufacturer and the VAR's customer for initial training purposes and ongoing maintenance, including version updates.

___ is not a perceived SFA benefit.

An SFA system is perceived by some to include a Knowledge Management component.

Research by Ahearne, Srinvasan and Weinstein on saleperson usage of a SFA system over a three month period found that an SFA system usage rate of ____ hits on the system by a salesperson over this three month period was ideal.

Strong customer relationships are built on trust. However trust cannot be mandated but instead must be built over time.

Research has shown that less experienced sales representatives benefited four times more than the average for the more experienced, high performance sale representatives.

Gartner has found that organizations investing in on-demand PRM benefit from more than a _____ increase in capturing new deals through registration processes and more than a ____ increase in visibility of leads managed by partners.

Relative to a CRM or PRM strategy, technology is not the solution but only a support function.

____ provide an organization with the capability to recruit VDN partners.

A paint manufacturer who decides to bypass selling paint to retailers and instead sells it directly to consumers is practicing _________.

_____ solutions provide for an accurate, expedient, and cost effective way to provide knowledge to the person who needs it from theperson who is perceived as the expert.

SaaS solutions require large initial investments, which is why many organizations are hesitant to adopt these types of solutions.

Within the last decade, value delivery network activity has precipitated the formulation of a/an_______________ by nature of recycling by-products of the various processes.

Market orientation strategies focus on ________.

_____allow you to design and automate virtually any process, including product or service configurations, customer service, scripts for telesales, sales methods, quotes , sales and contract processes.

A key reason why a sales person would be reluctant to adopt SFA would be the risk of losing ownership of the customer relationship.

Introduction to Customer Relationship Management

The History and Development of CRM

Relationship Marketing and CRM

Organization and CRM

CRM and Data Management

Technology and Data Platforms

Database and Customer Data Development

Understanding the Customercompany Profit Chain: Satisfaction, Loyalty, Retention, and Profits

The CRM Strategy Cycle: Acquisition, Retention

Privacy and Ethics Considerations

CRM Program Measurement and Tools

Social Networking and CRM

CRM Trends, Challenges, and Opportunities

Filters

Gartner has found that organizations investing in on-demand PRM benefit from more than a _ increase in capturing new deals through registration processes and more than a increase in visibility of leads managed by partners.