Question 1

Data mining is not yet equipped to handle social network analysis.

Accepted Answer

A) True 
 B)False

Question 2

Concerns about security is the most prominent reason hat organizations cite for not adopting cloud services.

Accepted Answer

A) True 
 B)False

Question 3

Brick-and-mortar retailers' historic advantages are

Accepted Answer

A) increasing. 
B) remaining stable. 
C) decreasing. 
D) excited to become "showcases." 
E) both C and D 
A) increasing. 
B) remaining stable. 
C) decreasing. 
D) excited to become "showcases." 
E) both C and D

Question 4

CRM takes purchase pacing into account in computing customer lifetime value.

Accepted Answer

A) True 
 B)False

Question 5

Customer contact technologies include all of the following EXCEPT

Accepted Answer

A) "Screen-pops" 
B) Surveys 
C) IVR 
D) Call queing 
E) MRO 
A) "Screen-pops" 
B) Surveys 
C) IVR 
D) Call queing 
E) MRO

Question 6

A key reason for adoption of cloud technology is that it allows for relatively unrestricted scalability in storage and processing

Accepted Answer

A) True 
 B)False

Question 7

Chat session capability and SMS are examples of ________ solutions

Accepted Answer

A) Customer Contact Management 
B) ERP 
C) Customer Contact Channel Management 
D) Customer Service 
E) Knowledge Management 
A) Customer Contact Management 
B) ERP 
C) Customer Contact Channel Management 
D) Customer Service 
E) Knowledge Management

Question 8

Consumers still prefer getting product and brand information from store personnel rather than smartphones.

Accepted Answer

A) True 
 B)False

Question 9

Geofencing is a way to use LBS to promote to customers

Accepted Answer

A) True 
 B)False

Question 10

Network analysis analyzes the sentiment of chatter on social media sites.

Accepted Answer

A) True 
 B)False

Question 11

Which of the following uses calling records to determine the flow of information across a country or phone locations to discern traffic and population patterns?

Accepted Answer

A) network analysis 
B) crowdsensing 
C) neurometric and biometric technologies 
D) longitudinal research 
E) crowdsourcing 
A) network analysis 
B) crowdsensing 
C) neurometric and biometric technologies 
D) longitudinal research 
E) crowdsourcing

Question 12

Research studies have shown that Smartphones enable companies to do a better job cross-selling and up-selling than through traditional store clerks.

Accepted Answer

A) True 
 B)False

Question 13

One major restriction of RFID technology is the limited storage capability.

Accepted Answer

A) True 
 B)False

Question 14

Service based applications have become increasingly accepted by

Accepted Answer

A) Large organizations in the retail and catalog industry only 
B) Small organizations but only in the financial services industry 
C) Medium sized organizations in B2B environments but not B2C environments 
D) Large, Medium and Small organizations regardless of industry 
E) Large and Medium organizations only due to high investment requirements 
A) Large organizations in the retail and catalog industry only 
B) Small organizations but only in the financial services industry 
C) Medium sized organizations in B2B environments but not B2C environments 
D) Large, Medium and Small organizations regardless of industry 
E) Large and Medium organizations only due to high investment requirements

Question 15

Traditionally, CRM technology solutions have exhibited all of the following EXCEPT

Accepted Answer

A) been extremely expensive 
B) required lengthy implementations 
C) required large numbers of highly skilled workers 
D) been relatively easy to integrate with other environments 
E) required a cash investment with a long time to the targeted return on investment 
A) been extremely expensive 
B) required lengthy implementations 
C) required large numbers of highly skilled workers 
D) been relatively easy to integrate with other environments 
E) required a cash investment with a long time to the targeted return on investment

Question 16

The "customer centric" view of marketing will only continue in the future, due to which of the following?

Accepted Answer

A) increase in customer and prospect data 
B) smartphones 
C) new CRM metrics 
D) new developments in mass customization 
E) all of the above 
A) increase in customer and prospect data 
B) smartphones 
C) new CRM metrics 
D) new developments in mass customization 
E) all of the above

Question 17

Geofencing 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 18

RFM has replaced CLV as the favored CRM metric.

Accepted Answer

A) True 
 B)False

Question 19

Tracking sensors and the belief that voiced opinions can be misleading are concepts best associated with which of the following?

Accepted Answer

A) network analysis 
B) crowdsensing 
C) neurometric and biometric technologies 
D) longitudinal research 
E) crowdsourcing 
A) network analysis 
B) crowdsensing 
C) neurometric and biometric technologies 
D) longitudinal research 
E) crowdsourcing

Data mining is not yet equipped to handle social network analysis.

Concerns about security is the most prominent reason hat organizations cite for not adopting cloud services.

Brick-and-mortar retailers' historic advantages are

CRM takes purchase pacing into account in computing customer lifetime value.

Customer contact technologies include all of the following EXCEPT

A key reason for adoption of cloud technology is that it allows for relatively unrestricted scalability in storage and processing

Chat session capability and SMS are examples of ________ solutions

Consumers still prefer getting product and brand information from store personnel rather than smartphones.

Geofencing is a way to use LBS to promote to customers

Network analysis analyzes the sentiment of chatter on social media sites.

Which of the following uses calling records to determine the flow of information across a country or phone locations to discern traffic and population patterns?

Research studies have shown that Smartphones enable companies to do a better job cross-selling and up-selling than through traditional store clerks.

One major restriction of RFID technology is the limited storage capability.

Service based applications have become increasingly accepted by

Traditionally, CRM technology solutions have exhibited all of the following EXCEPT

The "customer centric" view of marketing will only continue in the future, due to which of the following?

Geofencing is an example of

RFM has replaced CLV as the favored CRM metric.

Tracking sensors and the belief that voiced opinions can be misleading are concepts best associated with which of the following?

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

Data mining is not yet equipped to handle social network analysis.

Concerns about security is the most prominent reason hat organizations cite for not adopting cloud services.

Brick-and-mortar retailers' historic advantages are

CRM takes purchase pacing into account in computing customer lifetime value.

Customer contact technologies include all of the following EXCEPT

A key reason for adoption of cloud technology is that it allows for relatively unrestricted scalability in storage and processing

Chat session capability and SMS are examples of ________ solutions

Consumers still prefer getting product and brand information from store personnel rather than smartphones.

Geofencing is a way to use LBS to promote to customers

Network analysis analyzes the sentiment of chatter on social media sites.

Which of the following uses calling records to determine the flow of information across a country or phone locations to discern traffic and population patterns?

Research studies have shown that Smartphones enable companies to do a better job cross-selling and up-selling than through traditional store clerks.

One major restriction of RFID technology is the limited storage capability.

Service based applications have become increasingly accepted by

Traditionally, CRM technology solutions have exhibited all of the following EXCEPT

The "customer centric" view of marketing will only continue in the future, due to which of the following?

Geofencing is an example of

RFM has replaced CLV as the favored CRM metric.

Tracking sensors and the belief that voiced opinions can be misleading are concepts best associated with which of the following?

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