Question 1

The primary competitive weapon in China is

Accepted Answer

A) price. 
B) customer service. 
C) CRM software. 
D) hardware spending. 
E) brand management. 
A) price. 
B) customer service. 
C) CRM software. 
D) hardware spending. 
E) brand management. A

Question 2

Which of the following is a reason for the heavy use of social media in China?

Accepted Answer

A) rural to urban migration that has separated families 
B) loneliness caused by the one-child generation 
C) distrust of information from government-controlled media 
D) need to acquire information on products and brands before purchasing 
E) all of the above 
A) rural to urban migration that has separated families 
B) loneliness caused by the one-child generation 
C) distrust of information from government-controlled media 
D) need to acquire information on products and brands before purchasing 
E) all of the above E

Question 3

Which of the following "can be defined as an online mass collaboration environment where content is created, posted, enhanced, discovered, consumed and shared, participant to participant, without a direct intermediary"?

Accepted Answer

A) BBS 
B) Operational CRM 
C) Analytical CRM 
D) Social Media 
E) Virtual Community Marketing 
A) BBS 
B) Operational CRM 
C) Analytical CRM 
D) Social Media 
E) Virtual Community Marketing D

Question 4

Walmart was one of the first to develop a Facebook profile that was embraced by students.

Accepted Answer

A) True 
 B)False

Question 5

Creating a message solely as a sponsored promotion is known as which of the following?

Accepted Answer

A) a beacon 
B) bureaspeak 
C) sploging 
D) one-way marketing 
E) misaligned marketing 
A) a beacon 
B) bureaspeak 
C) sploging 
D) one-way marketing 
E) misaligned marketing

Question 6

Which of the following consists of "a social network of individuals interacting and focusing around a particular interest and sharing information"?

Accepted Answer

A) BBS 
B) Operational CRM 
C) Analytical CRM 
D) Social Media 
E) Virtual Community Marketing 
A) BBS 
B) Operational CRM 
C) Analytical CRM 
D) Social Media 
E) Virtual Community Marketing

Question 7

All of the following are company-specific reasons to use social networking EXCEPT

Accepted Answer

A) to educate. 
B) to help deal with detractors and message hijackers. 
C) to increase revenue. 
D) to engage with customers in new ways. 
E) to correct small issues before they become major. 
A) to educate. 
B) to help deal with detractors and message hijackers. 
C) to increase revenue. 
D) to engage with customers in new ways. 
E) to correct small issues before they become major.

Question 8

Advocacy is a new stage in the consumer decision making process.

Accepted Answer

A) True 
 B)False

Question 9

Data available in membership profiles and the ability to market to networks of "friends" make which of the following efforts even more attractive?

Accepted Answer

A) segmentation 
B) brand usage 
C) blogging 
D)  rating 
E)  reputation 
A) segmentation 
B) brand usage 
C) blogging 
D)  rating 
E)  reputation

Question 10

Social networking sites, for the most part, maintain privacy regarding member profiles.

Accepted Answer

A) True 
 B)False

Question 11

CRM usage in Asia, particularly China and Japan, is higher than in the U.S.

Accepted Answer

A) True 
 B)False

Question 12

All of the following are tactical reasons to use social networking EXCEPT

Accepted Answer

A) to reach segments such as "influencers," opinion leaders, and high "clout" scorers. 
B) to introduce new products. 
C) to send messages to specifically defined targets. 
D) to target customers in competitors' stores. 
E) to buy ads on social networking sites based on user characteristics. 
A) to reach segments such as "influencers," opinion leaders, and high "clout" scorers. 
B) to introduce new products. 
C) to send messages to specifically defined targets. 
D) to target customers in competitors' stores. 
E) to buy ads on social networking sites based on user characteristics.

Question 13

All are elements of Buzz Marketing EXCEPT which of the following?

Accepted Answer

A) telemarketing 
B) offbeat Videos 
C) games 
D) sweepstakes 
E) free Products 
A) telemarketing 
B) offbeat Videos 
C) games 
D) sweepstakes 
E) free Products

Question 14

Dave Carroll's United Airline's YouTube videos have proven to be highly successful for United, having been seen over 10 million times.

Accepted Answer

A) True 
 B)False

Question 15

Which of the following is "ultimately, the goal for any company as that leads to increased sales"?

Accepted Answer

A) new products 
B) awareness 
C) education 
D) loyalty programs 
E) customer satisfaction 
A) new products 
B) awareness 
C) education 
D) loyalty programs 
E) customer satisfaction

Question 16

While some older people use social networking in the U.S, the average age of social networking site users in the U.S. is 23 years old.

Accepted Answer

A) True 
 B)False

Question 17

Social trust is the most important factor determining social capital.

Accepted Answer

A) True 
 B)False

Question 18

"Efforts connoting individual attention are possible by matching your offers to customer demographics, life stage, and interests" is known as

Accepted Answer

A) idiosyncratic-fit. 
B) customization. 
C) personalization. 
D) preferential treatment. 
E) managing downward migration. 
A) idiosyncratic-fit. 
B) customization. 
C) personalization. 
D) preferential treatment. 
E) managing downward migration.

Question 19

Operational CRM includes predictive analytics and segmentation applications.

Accepted Answer

A) True 
 B)False

Question 20

Which of the following "consists of automation of processes such as sales force automation, campaign management"?

Accepted Answer

A) BBS 
B) Operational CRM 
C) Analytical CRM 
D) Social Media 
E) Virtual Community Marketing 
A) BBS 
B) Operational CRM 
C) Analytical CRM 
D) Social Media 
E) Virtual Community Marketing

The primary competitive weapon in China is

Which of the following is a reason for the heavy use of social media in China?

Which of the following "can be defined as an online mass collaboration environment where content is created, posted, enhanced, discovered, consumed and shared, participant to participant, without a direct intermediary"?

Walmart was one of the first to develop a Facebook profile that was embraced by students.

Creating a message solely as a sponsored promotion is known as which of the following?

Which of the following consists of "a social network of individuals interacting and focusing around a particular interest and sharing information"?

All of the following are company-specific reasons to use social networking EXCEPT

Advocacy is a new stage in the consumer decision making process.

Data available in membership profiles and the ability to market to networks of "friends" make which of the following efforts even more attractive?

Social networking sites, for the most part, maintain privacy regarding member profiles.

CRM usage in Asia, particularly China and Japan, is higher than in the U.S.

All of the following are tactical reasons to use social networking EXCEPT

All are elements of Buzz Marketing EXCEPT which of the following?

Dave Carroll's United Airline's YouTube videos have proven to be highly successful for United, having been seen over 10 million times.

Which of the following is "ultimately, the goal for any company as that leads to increased sales"?

While some older people use social networking in the U.S, the average age of social networking site users in the U.S. is 23 years old.

Social trust is the most important factor determining social capital.

"Efforts connoting individual attention are possible by matching your offers to customer demographics, life stage, and interests" is known as

Operational CRM includes predictive analytics and segmentation applications.

Which of the following "consists of automation of processes such as sales force automation, campaign management"?

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

CRM Trends, Challenges, and Opportunities

Filters

Exam 13: Social Networking and CRM

The primary competitive weapon in China is

Which of the following is a reason for the heavy use of social media in China?

Which of the following "can be defined as an online mass collaboration environment where content is created, posted, enhanced, discovered, consumed and shared, participant to participant, without a direct intermediary"?

Walmart was one of the first to develop a Facebook profile that was embraced by students.

Creating a message solely as a sponsored promotion is known as which of the following?

Which of the following consists of "a social network of individuals interacting and focusing around a particular interest and sharing information"?

All of the following are company-specific reasons to use social networking EXCEPT

Advocacy is a new stage in the consumer decision making process.

Data available in membership profiles and the ability to market to networks of "friends" make which of the following efforts even more attractive?

Social networking sites, for the most part, maintain privacy regarding member profiles.

CRM usage in Asia, particularly China and Japan, is higher than in the U.S.

All of the following are tactical reasons to use social networking EXCEPT

All are elements of Buzz Marketing EXCEPT which of the following?

Dave Carroll's United Airline's YouTube videos have proven to be highly successful for United, having been seen over 10 million times.

Which of the following is "ultimately, the goal for any company as that leads to increased sales"?

While some older people use social networking in the U.S, the average age of social networking site users in the U.S. is 23 years old.

Social trust is the most important factor determining social capital.

"Efforts connoting individual attention are possible by matching your offers to customer demographics, life stage, and interests" is known as

Operational CRM includes predictive analytics and segmentation applications.

Which of the following "consists of automation of processes such as sales force automation, campaign management"?

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

CRM Trends, Challenges, and Opportunities

Filters