Question 1

Improvements in the speed and security of the Internet have recently spurred interest and demand for in-sourced CRM systems.

Accepted Answer

A) True 
 B)False

Question 2

By using technology to analyze consumer data, companies found that ________ sales to loyal, repeat customers is much more profitable than acquiring new customers.

Accepted Answer

A)  new 
B)  incremental 
C)  special 
D)  non-standard 
A)  new 
B)  incremental 
C)  special 
D)  non-standard

Question 3

Why are some consumer advocates upset with the growth of CRM?

Accepted Answer

The main reason that some consumer advoc

Question 4

The focus of a CRM system should be always be on enhancing the ________ experience.

Accepted Answer

A)  user 
B)  designer 
C)  customer 
D)  manager 
A)  user 
B)  designer 
C)  customer 
D)  manager

Question 5

CRM began in response to a changing market environment as mass marketing gave way to focused segment marketing and finally, target marketing to a(n):

Accepted Answer

A)  focus group. 
B)  core customers. 
C)  niche player. 
D)  individual. 
A)  focus group. 
B)  core customers. 
C)  niche player. 
D)  individual.

Question 6

How is the focus of CRM now shifting from its tactical to its strategic impact?

Accepted Answer

With the growth of the Internet the poss

Question 7

Customer profiling makes it harder to have individualized contact with a customer.

Accepted Answer

A) True 
 B)False

Question 8

Because they collect and organize consumer data and make it easier to share it, CRM systems have come under fire for ________ and ethical violations.

Accepted Answer

A)  security 
B)  information 
C)  privacy 
D)  business 
A)  security 
B)  information 
C)  privacy 
D)  business

Question 9

CRM systems typically process ________ information such as customer contact data and profiles.

Accepted Answer

A)  ill defined 
B)  random 
C)  incomplete 
D)  well structured 
E)  none of the above 
A)  ill defined 
B)  random 
C)  incomplete 
D)  well structured 
E)  none of the above

Question 10

CRM provides support for front-end customer facing functionality.

Accepted Answer

A) True 
 B)False

Question 11

Why is it important that CRM be customer-driven rather than technology-driven?

Accepted Answer

This is because that to be successful, C

Question 12

The ________ server houses the backend database and possibly retrieves information from other database systems in the company.

Accepted Answer

A)  cloud 
B)  database 
C)  client 
D)  web 
E)  none of the above 
A)  cloud 
B)  database 
C)  client 
D)  web 
E)  none of the above

Question 13

What is CRM? How has it evolved?

Accepted Answer

CRM is Customer Relationship Management

Question 14

The CRM ________ server provides an extranet access point for external users such as vendors.

Accepted Answer

A)  cloud 
B)  database 
C)  client 
D)  web 
E)  none of the above 
A)  cloud 
B)  database 
C)  client 
D)  web 
E)  none of the above

Question 15

Legislation has been passed that restricts collecting data from ________ even though they are a powerful buying segment.

Accepted Answer

A)  religious groups 
B)  political groups 
C)  children 
D)  ethnic groups 
A)  religious groups 
B)  political groups 
C)  children 
D)  ethnic groups

Question 16

It is easier and more economical to implement an ERP with a CRM system.

Accepted Answer

A) True 
 B)False

Question 17

A company may also choose a hosted architecture where the CRM vendor runs and maintains the CRM applications and data on their own web site.

Accepted Answer

A) True 
 B)False

Question 18

Typical CRM systems follow a cloud architecture.

Accepted Answer

A) True 
 B)False

Question 19

CRM project deadlines should be firm to account for the organizations ability to change and not simply adhering to a delivery schedule set by a vendor.

Accepted Answer

A) True 
 B)False

Question 20

Customer tracking and profiling are key tools for effective CRM.

Accepted Answer

A) True 
 B)False

Improvements in the speed and security of the Internet have recently spurred interest and demand for in-sourced CRM systems.

By using technology to analyze consumer data, companies found that ________ sales to loyal, repeat customers is much more profitable than acquiring new customers.

Why are some consumer advocates upset with the growth of CRM?

The focus of a CRM system should be always be on enhancing the ________ experience.

CRM began in response to a changing market environment as mass marketing gave way to focused segment marketing and finally, target marketing to a(n):

How is the focus of CRM now shifting from its tactical to its strategic impact?

Customer profiling makes it harder to have individualized contact with a customer.

Because they collect and organize consumer data and make it easier to share it, CRM systems have come under fire for ________ and ethical violations.

CRM systems typically process ________ information such as customer contact data and profiles.

CRM provides support for front-end customer facing functionality.

Why is it important that CRM be customer-driven rather than technology-driven?

The ________ server houses the backend database and possibly retrieves information from other database systems in the company.

What is CRM? How has it evolved?

The CRM ________ server provides an extranet access point for external users such as vendors.

Legislation has been passed that restricts collecting data from ________ even though they are a powerful buying segment.

It is easier and more economical to implement an ERP with a CRM system.

A company may also choose a hosted architecture where the CRM vendor runs and maintains the CRM applications and data on their own web site.

Typical CRM systems follow a cloud architecture.

CRM project deadlines should be firm to account for the organizations ability to change and not simply adhering to a delivery schedule set by a vendor.

Customer tracking and profiling are key tools for effective CRM.

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

Improvements in the speed and security of the Internet have recently spurred interest and demand for in-sourced CRM systems.

By using technology to analyze consumer data, companies found that ________ sales to loyal, repeat customers is much more profitable than acquiring new customers.

Why are some consumer advocates upset with the growth of CRM?

The focus of a CRM system should be always be on enhancing the ________ experience.

CRM began in response to a changing market environment as mass marketing gave way to focused segment marketing and finally, target marketing to a(n):

How is the focus of CRM now shifting from its tactical to its strategic impact?

Customer profiling makes it harder to have individualized contact with a customer.

Because they collect and organize consumer data and make it easier to share it, CRM systems have come under fire for ________ and ethical violations.

CRM systems typically process ________ information such as customer contact data and profiles.

CRM provides support for front-end customer facing functionality.

Why is it important that CRM be customer-driven rather than technology-driven?

The ________ server houses the backend database and possibly retrieves information from other database systems in the company.

What is CRM? How has it evolved?

The CRM ________ server provides an extranet access point for external users such as vendors.

Legislation has been passed that restricts collecting data from ________ even though they are a powerful buying segment.

It is easier and more economical to implement an ERP with a CRM system.

A company may also choose a hosted architecture where the CRM vendor runs and maintains the CRM applications and data on their own web site.

Typical CRM systems follow a cloud architecture.

CRM project deadlines should be firm to account for the organizations ability to change and not simply adhering to a delivery schedule set by a vendor.

Customer tracking and profiling are key tools for effective CRM.

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