Question 1

Virtual brand communities can lead to all of the following EXCEPT

Accepted Answer

A) customer retention. 
B) social trust. 
C) augmented reality. 
D) increase in consumer confidence. 
E) social capital. 
A) customer retention. 
B) social trust. 
C) augmented reality. 
D) increase in consumer confidence. 
E) social capital. C

Question 2

Virtual brand communities can lead to customer retention.

Accepted Answer

A) True 
 B)False  True

Question 3

Some functions of a social media manager may include creating buzz, trolling for problems and complaints and scanning social media sites for mention of the respective brands.

Accepted Answer

A) True 
 B)False  True

Question 4

As organizations adopt front-end and back-end CRM applications, there is increasing pressure on HR departments to ensure appropriate training for existing employees on these applications. HR should also evaluate which talents must be hired as not everyone is able to be trained.

Accepted Answer

A) True 
 B)False

Question 5

New positions being created in organizations to help manage processing of information via new technologies include all f the following EXCEPT

Accepted Answer

A) Telesales manager 
B) Manager of multi-channel marketing 
C) Online communities manager 
D) Touch point manager 
E) Social Media manager 
A) Telesales manager 
B) Manager of multi-channel marketing 
C) Online communities manager 
D) Touch point manager 
E) Social Media manager

Question 6

The trend to placing more relevant data into memory decreases the speed of processing and increases the reliance on input and output processing.

Accepted Answer

A) True 
 B)False

Question 7

Crowdsourcing is when users participate online to hold a company "hostage."

Accepted Answer

A) True 
 B)False

Question 8

Industry experts provide insights into the current trends in an attempt to help organizations position themselves to manage future challenges as well as opportunities

Accepted Answer

A) True 
 B)False

Question 9

Neuromarketing and bio-metric technologies have proven highly successful and have recently been approved by the Advertising Research Foundation.

Accepted Answer

A) True 
 B)False

Question 10

Social media provides a new channel for customer engagement called "Social CRM."

Accepted Answer

A) True 
 B)False

Question 11

theFind application is an example of

Accepted Answer

A) location-based marketing. 
B) price comparison application. 
C) deal available during retail "downtimes." 
D) digital wallet. 
E) tactic to "steal" customers via phone messaging. 
A) location-based marketing. 
B) price comparison application. 
C) deal available during retail "downtimes." 
D) digital wallet. 
E) tactic to "steal" customers via phone messaging.

Question 12

Adopting Service-based applications is a trend which is attractive to large, medium-sized, and small organizations alike as it reduces costs and increases speed to "CRM-ready environments.

Accepted Answer

A) True 
 B)False

Question 13

Current trends in CRM technology solutions include all of the following EXCEPT

Accepted Answer

A) Competitive forces have shortened CRM solutions life-cycles 
B) rapid adoption of social media tools by consumers requires quicker adoption of new CRM social Media data management solutions 
C) Data storage costs are rising 
D) Increase in processing power capability has fostered new solutions to be developed 
E) Increase communication bandwidths have enabled new methods of data capture 
A) Competitive forces have shortened CRM solutions life-cycles 
B) rapid adoption of social media tools by consumers requires quicker adoption of new CRM social Media data management solutions 
C) Data storage costs are rising 
D) Increase in processing power capability has fostered new solutions to be developed 
E) Increase communication bandwidths have enabled new methods of data capture

Question 14

Crowdsourcing forecasts ideas, opinions, etc. based upon the usage of relationship networks.

Accepted Answer

A) True 
 B)False

Question 15

Biometric research technology uses sensors to track consumers' emotional states while shopping in stores.

Accepted Answer

A) True 
 B)False

Question 16

Gartner's Hype Cycle is a tool that places Marketing application vendors on a life-cycle curve, and is a good first step in a Marketing Application vendor evaluation.

Accepted Answer

A) True 
 B)False

Question 17

As organizations move to a more dynamic "real time" CRM environment, there is a growing need for well-trained network specialists, web software engineers and database architects.

Accepted Answer

A) True 
 B)False

Question 18

____________ provides the customer with access to their data from a variety of technology platforms in a secured reliable environment.

Accepted Answer

A) ERP 
B) Cloud Technology 
C) RFID 
D) IVR 
E) E-mail management 
A) ERP 
B) Cloud Technology 
C) RFID 
D) IVR 
E) E-mail management

Question 19

Smartphones and social media will contribute to the "customer centric" view of marketing in the future.

Accepted Answer

A) True 
 B)False

Question 20

Burberry's Bespoke program enables customers to design trench coats in over 12 million different ways.

Accepted Answer

A) True 
 B)False

Virtual brand communities can lead to all of the following EXCEPT

Virtual brand communities can lead to customer retention.

Some functions of a social media manager may include creating buzz, trolling for problems and complaints and scanning social media sites for mention of the respective brands.

As organizations adopt front-end and back-end CRM applications, there is increasing pressure on HR departments to ensure appropriate training for existing employees on these applications. HR should also evaluate which talents must be hired as not everyone is able to be trained.

New positions being created in organizations to help manage processing of information via new technologies include all f the following EXCEPT

The trend to placing more relevant data into memory decreases the speed of processing and increases the reliance on input and output processing.

Crowdsourcing is when users participate online to hold a company "hostage."

Industry experts provide insights into the current trends in an attempt to help organizations position themselves to manage future challenges as well as opportunities

Neuromarketing and bio-metric technologies have proven highly successful and have recently been approved by the Advertising Research Foundation.

Social media provides a new channel for customer engagement called "Social CRM."

theFind application is an example of

Adopting Service-based applications is a trend which is attractive to large, medium-sized, and small organizations alike as it reduces costs and increases speed to "CRM-ready environments.

Current trends in CRM technology solutions include all of the following EXCEPT

Crowdsourcing forecasts ideas, opinions, etc. based upon the usage of relationship networks.

Biometric research technology uses sensors to track consumers' emotional states while shopping in stores.

Gartner's Hype Cycle is a tool that places Marketing application vendors on a life-cycle curve, and is a good first step in a Marketing Application vendor evaluation.

As organizations move to a more dynamic "real time" CRM environment, there is a growing need for well-trained network specialists, web software engineers and database architects.

____________ provides the customer with access to their data from a variety of technology platforms in a secured reliable environment.

Smartphones and social media will contribute to the "customer centric" view of marketing in the future.

Burberry's Bespoke program enables customers to design trench coats in over 12 million different ways.

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

Business-To-Business CRM

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

Filters

Exam 14: CRM Trends, Challenges, and Opportunities

Virtual brand communities can lead to all of the following EXCEPT

Virtual brand communities can lead to customer retention.

Some functions of a social media manager may include creating buzz, trolling for problems and complaints and scanning social media sites for mention of the respective brands.

As organizations adopt front-end and back-end CRM applications, there is increasing pressure on HR departments to ensure appropriate training for existing employees on these applications. HR should also evaluate which talents must be hired as not everyone is able to be trained.

New positions being created in organizations to help manage processing of information via new technologies include all f the following EXCEPT

The trend to placing more relevant data into memory decreases the speed of processing and increases the reliance on input and output processing.

Crowdsourcing is when users participate online to hold a company "hostage."

Industry experts provide insights into the current trends in an attempt to help organizations position themselves to manage future challenges as well as opportunities

Neuromarketing and bio-metric technologies have proven highly successful and have recently been approved by the Advertising Research Foundation.

Social media provides a new channel for customer engagement called "Social CRM."

theFind application is an example of

Adopting Service-based applications is a trend which is attractive to large, medium-sized, and small organizations alike as it reduces costs and increases speed to "CRM-ready environments.

Current trends in CRM technology solutions include all of the following EXCEPT

Crowdsourcing forecasts ideas, opinions, etc. based upon the usage of relationship networks.

Biometric research technology uses sensors to track consumers' emotional states while shopping in stores.

Gartner's Hype Cycle is a tool that places Marketing application vendors on a life-cycle curve, and is a good first step in a Marketing Application vendor evaluation.

As organizations move to a more dynamic "real time" CRM environment, there is a growing need for well-trained network specialists, web software engineers and database architects.

____________ provides the customer with access to their data from a variety of technology platforms in a secured reliable environment.

Smartphones and social media will contribute to the "customer centric" view of marketing in the future.

Burberry's Bespoke program enables customers to design trench coats in over 12 million different ways.

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

Business-To-Business CRM

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

Filters