Question 1

Which of the following is a new stage in a consumer's decision-making process?

Accepted Answer

A) information search 
B) evaluation 
C) purchase 
D)  advocacy 
E)  usage 
A) information search 
B) evaluation 
C) purchase 
D)  advocacy 
E)  usage

Question 2

The reason CRM has penetrated companies to such a degree in China is their infrastructure of data-bases and call centers.

Accepted Answer

A) True 
 B)False

Question 3

A McKinsey study found that companies that use social media enjoy higher

Accepted Answer

A) ROI, market share, and margins. 
B) ROI and market share. 
C) ROI and margins. 
D) market share and margins. 
E) none of the above 
A) ROI, market share, and margins. 
B) ROI and market share. 
C) ROI and margins. 
D) market share and margins. 
E) none of the above

Question 4

Which of the following "includes predictive analysis, data mining, segmentation applications"?

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 5

Social media monitoring amounts for what percentage of the social CRM market?

Accepted Answer

A) 0% 
B) 25% 
C) 50% 
D)  75% 
E)  100% 
A) 0% 
B) 25% 
C) 50% 
D)  75% 
E)  100%

Question 6

What is the most popular online activity in China?

Accepted Answer

A) communicating with friends 
B) seeking information before buying 
C) blogging 
D) playing online games 
E) watching videos or movies 
A) communicating with friends 
B) seeking information before buying 
C) blogging 
D) playing online games 
E) watching videos or movies

Question 7

Social media is an online mass collaboration environment.

Accepted Answer

A) True 
 B)False

Question 8

Which of the following consists of "anonymous interactive online message boards that allow users to exchange 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 9

At the core of social networks are people and their connections. People can be categorized as which of the following?

Accepted Answer

A) opinion leaders/influencers 
B) advocates 
C) detractors 
D) observers 
E) all of the above 
A) opinion leaders/influencers 
B) advocates 
C) detractors 
D) observers 
E) all of the above

Question 10

Social networks cannot be considered as new channels within the CRM network.

Accepted Answer

A) True 
 B)False

Question 11

Retention strategies are based upon which of the following?

Accepted Answer

A) rewarding 
B) humanistic bonds 
C) service structure 
D) programmatic bonds 
E) all of the above 
A) rewarding 
B) humanistic bonds 
C) service structure 
D) programmatic bonds 
E) all of the above

Question 12

Social media marketing works well in theory but to this point it has been found that conversations focus on social concerns and not brand and product information.

Accepted Answer

A) True 
 B)False

Question 13

All of the following are customer-orientated reasons to use social networking EXCEPT

Accepted Answer

A) to develop meaningful relationships. 
B) to increase customer satisfaction. 
C) to develop a community of users providing peer-to-peer support. 
D) to keep customers from "failing." 
E) to raise money or contributions. 
A) to develop meaningful relationships. 
B) to increase customer satisfaction. 
C) to develop a community of users providing peer-to-peer support. 
D) to keep customers from "failing." 
E) to raise money or contributions.

Question 14

Social networks work well in B2C markets but not as well in B2B markets.

Accepted Answer

A) True 
 B)False

Question 15

A higher percentage of the U.S. population uses social networking than the Chinese population.

Accepted Answer

A) True 
 B)False

Question 16

Chinese consumers are much heavier users of social media to make purchase decisions regarding brands, products and services than are those in the U.S.

Accepted Answer

A) True 
 B)False

Question 17

"Consumers for whom the product/brand is important reveal higher tendencies to engage in long-term relationships" is known as

Accepted Answer

A) rewarding. 
B) cross-selling and up-selling. 
C) converting transactional buyers into relational buyers. 
D) providing and attaining intimacy. 
E) brand building. 
A) rewarding. 
B) cross-selling and up-selling. 
C) converting transactional buyers into relational buyers. 
D) providing and attaining intimacy. 
E) brand building.

Question 18

BBS stands for Bulletin Board System.

Accepted Answer

A) True 
 B)False

Question 19

Because of the many negative consumer comments that are generated on company social media sites, most companies have decided to eliminate their own social media sites.

Accepted Answer

A) True 
 B)False

Question 20

To raise money or contributions over the internet is called:

Accepted Answer

A) Crowd sourcing 
B) Crowdfunding 
C) Crowdcapitalization 
D)  E-Endowment 
E) E-funding 
A) Crowd sourcing 
B) Crowdfunding 
C) Crowdcapitalization 
D)  E-Endowment 
E) E-funding

Which of the following is a new stage in a consumer's decision-making process?

The reason CRM has penetrated companies to such a degree in China is their infrastructure of data-bases and call centers.

A McKinsey study found that companies that use social media enjoy higher

Which of the following "includes predictive analysis, data mining, segmentation applications"?

Social media monitoring amounts for what percentage of the social CRM market?

What is the most popular online activity in China?

Social media is an online mass collaboration environment.

Which of the following consists of "anonymous interactive online message boards that allow users to exchange information"?

At the core of social networks are people and their connections. People can be categorized as which of the following?

Social networks cannot be considered as new channels within the CRM network.

Retention strategies are based upon which of the following?

Social media marketing works well in theory but to this point it has been found that conversations focus on social concerns and not brand and product information.

All of the following are customer-orientated reasons to use social networking EXCEPT

Social networks work well in B2C markets but not as well in B2B markets.

A higher percentage of the U.S. population uses social networking than the Chinese population.

Chinese consumers are much heavier users of social media to make purchase decisions regarding brands, products and services than are those in the U.S.

"Consumers for whom the product/brand is important reveal higher tendencies to engage in long-term relationships" is known as

BBS stands for Bulletin Board System.

Because of the many negative consumer comments that are generated on company social media sites, most companies have decided to eliminate their own social media sites.

To raise money or contributions over the internet is called:

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

Which of the following is a new stage in a consumer's decision-making process?

The reason CRM has penetrated companies to such a degree in China is their infrastructure of data-bases and call centers.

A McKinsey study found that companies that use social media enjoy higher

Which of the following "includes predictive analysis, data mining, segmentation applications"?

Social media monitoring amounts for what percentage of the social CRM market?

What is the most popular online activity in China?

Social media is an online mass collaboration environment.

Which of the following consists of "anonymous interactive online message boards that allow users to exchange information"?

At the core of social networks are people and their connections. People can be categorized as which of the following?

Social networks cannot be considered as new channels within the CRM network.

Retention strategies are based upon which of the following?

Social media marketing works well in theory but to this point it has been found that conversations focus on social concerns and not brand and product information.

All of the following are customer-orientated reasons to use social networking EXCEPT

Social networks work well in B2C markets but not as well in B2B markets.

A higher percentage of the U.S. population uses social networking than the Chinese population.

Chinese consumers are much heavier users of social media to make purchase decisions regarding brands, products and services than are those in the U.S.

"Consumers for whom the product/brand is important reveal higher tendencies to engage in long-term relationships" is known as

BBS stands for Bulletin Board System.

Because of the many negative consumer comments that are generated on company social media sites, most companies have decided to eliminate their own social media sites.

To raise money or contributions over the internet is called:

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