Question 1

CRM implementations should be technology driven.

Accepted Answer

A) True 
 B)False  False

Question 2

How is CRM integrated with the processes associated with data analysis?

Accepted Answer

To properly analyze customer data, CRM should be integrated with the collection, processing, consolidation, and analysis of all the data collected from the other CRM processes. It can be used to help better target and identify various market segments and integrate this with campaign management. It can also be used to find buying patterns and combine this with demographic data to create customer profiles and predict buying behavior.

Question 3

CRM systems can be categorized based upon their ________, business strategy, and implementation perspectives.

Accepted Answer

A)  functionality 
B)  level of data sharing 
C)  tactical impact 
D)  value chain alignment 
A)  functionality 
B)  level of data sharing 
C)  tactical impact 
D)  value chain alignment A

Question 4

Organizations first implemented CRM to capture customer data for analysis.

Accepted Answer

A) True 
 B)False

Question 5

With the increasing costs of hosting and maintaining CRM systems, many companies have been forced to opt for a(n) ________ hosted CRM solution.

Accepted Answer

A)  thin-client 
B)  middleware 
C)  component-based 
D)  EAI 
A)  thin-client 
B)  middleware 
C)  component-based 
D)  EAI

Question 6

CRM systems are not oriented towards delivering strategic value for an organization.

Accepted Answer

A) True 
 B)False

Question 7

CRM should not be implemented as a(n) ________ system or all at one time.

Accepted Answer

A)  core 
B)  transactional 
C)  inter-organizational 
D)  single 
A)  core 
B)  transactional 
C)  inter-organizational 
D)  single

Question 8

Successful CRM systems require the integration of people, ________ and technology.

Accepted Answer

A)  consumer data 
B)  networks 
C)  best practices 
D)  processes 
A)  consumer data 
B)  networks 
C)  best practices 
D)  processes

Question 9

A good CRM system requires a closed knowledge management loop which consolidates, analyzes and shares the customer information.

Accepted Answer

A) True 
 B)False

Question 10

The call center has become a common source for customers to find quick answers to complex technical questions.

Accepted Answer

A) True 
 B)False

Question 11

Many companies have pledged not to ________ collected data to outside vendors.

Accepted Answer

A)  process 
B)  sell 
C)  report 
D)  aggregate 
A)  process 
B)  sell 
C)  report 
D)  aggregate

Question 12

The focus of market research is finding ways to increase the duration and intensity of customer relationships.

Accepted Answer

A) True 
 B)False

Question 13

Companies develop a marketing ________ of every customer by observing buying patterns and combining this with demographic data.

Accepted Answer

A)  log 
B)  profile 
C)  call center 
D)  CRM system 
E)  none of the above 
A)  log 
B)  profile 
C)  call center 
D)  CRM system 
E)  none of the above

Question 14

The customer relationship process can be divided into the ________, support, and analytical processes.

Accepted Answer

A)  maintenance 
B)  marketing 
C)  acquisition 
D)  delivery 
A)  maintenance 
B)  marketing 
C)  acquisition 
D)  delivery

Question 15

Paying a CRM vendor to host your CRM applications is a less expensive alternative to purchasing licenses to CRM software and running it yourself.

Accepted Answer

A) True 
 B)False

Question 16

At the beginning of a CRM implementation, management and personnel should agree on the metrics that need to be captured by the software.

Accepted Answer

A) True 
 B)False

Question 17

In recent years, the CRM market is moving towards ________ vendors due to consolidation, mergers and acquisitions among CRM software vendors.

Accepted Answer

A)  improved 
B)  bigger 
C)  fewer 
D)  more 
A)  improved 
B)  bigger 
C)  fewer 
D)  more

Question 18

Operational CRM systems improve the efficiency of CRM delivery and support processes.

Accepted Answer

A) True 
 B)False

Question 19

Hosted CRM systems have become an attractive alternative for small and large sized firms.

Accepted Answer

A) True 
 B)False

Question 20

Some of the current CRM vendors originally started off in the SCM market.

Accepted Answer

A) True 
 B)False

CRM implementations should be technology driven.

How is CRM integrated with the processes associated with data analysis?

CRM systems can be categorized based upon their ________, business strategy, and implementation perspectives.

Organizations first implemented CRM to capture customer data for analysis.

With the increasing costs of hosting and maintaining CRM systems, many companies have been forced to opt for a(n) ________ hosted CRM solution.

CRM systems are not oriented towards delivering strategic value for an organization.

CRM should not be implemented as a(n) ________ system or all at one time.

Successful CRM systems require the integration of people, ________ and technology.

A good CRM system requires a closed knowledge management loop which consolidates, analyzes and shares the customer information.

The call center has become a common source for customers to find quick answers to complex technical questions.

Many companies have pledged not to ________ collected data to outside vendors.

The focus of market research is finding ways to increase the duration and intensity of customer relationships.

Companies develop a marketing ________ of every customer by observing buying patterns and combining this with demographic data.

The customer relationship process can be divided into the ________, support, and analytical processes.

Paying a CRM vendor to host your CRM applications is a less expensive alternative to purchasing licenses to CRM software and running it yourself.

At the beginning of a CRM implementation, management and personnel should agree on the metrics that need to be captured by the software.

In recent years, the CRM market is moving towards ________ vendors due to consolidation, mergers and acquisitions among CRM software vendors.

Operational CRM systems improve the efficiency of CRM delivery and support processes.

Hosted CRM systems have become an attractive alternative for small and large sized firms.

Some of the current CRM vendors originally started off in the SCM market.

Introduction to Enterprise Systems for Management

Systems Integration

Enterprise Systems Architecture

Development Life Cycle

Implementation Strategies

Software and Vendor Selection

Operational and Post Implementation

Program and Project Management

Global, Ethics, and Security Management

Supply Chain Management

Organizational Change and Business Process Reengineering

Filters

Exam 12: Customer Relationship Management

CRM implementations should be technology driven.

How is CRM integrated with the processes associated with data analysis?

CRM systems can be categorized based upon their ________, business strategy, and implementation perspectives.

Organizations first implemented CRM to capture customer data for analysis.

With the increasing costs of hosting and maintaining CRM systems, many companies have been forced to opt for a(n) ________ hosted CRM solution.

CRM systems are not oriented towards delivering strategic value for an organization.

CRM should not be implemented as a(n) ________ system or all at one time.

Successful CRM systems require the integration of people, ________ and technology.

A good CRM system requires a closed knowledge management loop which consolidates, analyzes and shares the customer information.

The call center has become a common source for customers to find quick answers to complex technical questions.

Many companies have pledged not to ________ collected data to outside vendors.

The focus of market research is finding ways to increase the duration and intensity of customer relationships.

Companies develop a marketing ________ of every customer by observing buying patterns and combining this with demographic data.

The customer relationship process can be divided into the ________, support, and analytical processes.

Paying a CRM vendor to host your CRM applications is a less expensive alternative to purchasing licenses to CRM software and running it yourself.

At the beginning of a CRM implementation, management and personnel should agree on the metrics that need to be captured by the software.

In recent years, the CRM market is moving towards ________ vendors due to consolidation, mergers and acquisitions among CRM software vendors.

Operational CRM systems improve the efficiency of CRM delivery and support processes.

Hosted CRM systems have become an attractive alternative for small and large sized firms.

Some of the current CRM vendors originally started off in the SCM market.

Introduction to Enterprise Systems for Management

Systems Integration

Enterprise Systems Architecture

Development Life Cycle

Implementation Strategies

Software and Vendor Selection

Operational and Post Implementation

Program and Project Management

Global, Ethics, and Security Management

Supply Chain Management

Organizational Change and Business Process Reengineering

Filters