Question 1

Analytical CRM systems provide front and back-end support for sales and marketing.

Accepted Answer

A) True 
 B)False

Question 2

A good CRM system can automate all the customer relationships.

Accepted Answer

A) True 
 B)False

Question 3

CRM stands for "Customer Reporting Management."

Accepted Answer

A) True 
 B)False

Question 4

CRM systems provide unique, real-time experiences to the consumers based on their ________; namely, their physical location and current needs.

Accepted Answer

A)  core process 
B)  context 
C)  profile 
D)  situation 
A)  core process 
B)  context 
C)  profile 
D)  situation

Question 5

When implementing CRM, there must be ________ not only from management but also from individual users and departments.

Accepted Answer

A)  planning 
B)  buy-in 
C)  data 
D)  decisions 
A)  planning 
B)  buy-in 
C)  data 
D)  decisions

Question 6

CRM systems lack integration with the enterprise wide data collection and analysis systems.

Accepted Answer

A) True 
 B)False

Question 7

The hardware requirements document will outline what the new CRM system capabilities should be. So this is a crucial document in the CRM implementation.

Accepted Answer

A) True 
 B)False

Question 8

Allowing customers to obtain information via Internet-based inquiries helped organizations to scale up their call center operations.

Accepted Answer

A) True 
 B)False

Question 9

One key concern about hosted CRM applications is that they do occasionally experience downtime and this can really hurt the company whose application is hosted.

Accepted Answer

A) True 
 B)False

Question 10

Every CRM system is unique and must be ________ to the needs of the organization.

Accepted Answer

A)  customized 
B)  processed 
C)  analyzed 
D)  reverse engineered 
A)  customized 
B)  processed 
C)  analyzed 
D)  reverse engineered

Question 11

In CRM systems, a customer file is started from an initial point of ________, whether it is a phone call inquiry or a purchased lead.

Accepted Answer

A)  networking 
B)  demand 
C)  marketing contact 
D)  service support 
A)  networking 
B)  demand 
C)  marketing contact 
D)  service support

Question 12

The growth in data being generated by web-driven business has been a driver for data mining and analytics functionality.

Accepted Answer

A) True 
 B)False

Question 13

True CRM brings together information from all the ________ sources within an organization.

Accepted Answer

A)  software 
B)  hardware 
C)  data 
D)  process 
E)  none of the above 
A)  software 
B)  hardware 
C)  data 
D)  process 
E)  none of the above

Question 14

A recent Gartner study showed that ________ percent of all CRM initiatives fail.

Accepted Answer

A)  30 
B)  50 
C)  75 
D)  80 
A)  30 
B)  50 
C)  75 
D)  80

Question 15

What might a typical CRM architecture look like? What factors should be taken into consideration when designing a CRM architecture?

Accepted Answer

Typical CRM systems generally follow a c

Question 16

The focus of ________ technology is on facilitating better communication between a customer and a telephone operator.

Accepted Answer

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

Question 17

As opposed to an ERP system, CRM systems provide support for ________ functionality such as marketing, sales, and customer service.

Accepted Answer

A)  database 
B)  front-end 
C)  back-end 
D)  application 
A)  database 
B)  front-end 
C)  back-end 
D)  application

Question 18

Internet technologies are not very useful for collecting consumer data.

Accepted Answer

A) True 
 B)False

Question 19

CRM systems made personalized marketing and customized promotions more feasible.

Accepted Answer

A) True 
 B)False

Question 20

CRM should be viewed as a strategic business solution and not a ________ solution.

Accepted Answer

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

Analytical CRM systems provide front and back-end support for sales and marketing.

A good CRM system can automate all the customer relationships.

CRM stands for "Customer Reporting Management."

CRM systems provide unique, real-time experiences to the consumers based on their ________; namely, their physical location and current needs.

When implementing CRM, there must be ________ not only from management but also from individual users and departments.

CRM systems lack integration with the enterprise wide data collection and analysis systems.

The hardware requirements document will outline what the new CRM system capabilities should be. So this is a crucial document in the CRM implementation.

Allowing customers to obtain information via Internet-based inquiries helped organizations to scale up their call center operations.

One key concern about hosted CRM applications is that they do occasionally experience downtime and this can really hurt the company whose application is hosted.

Every CRM system is unique and must be ________ to the needs of the organization.

In CRM systems, a customer file is started from an initial point of ________, whether it is a phone call inquiry or a purchased lead.

The growth in data being generated by web-driven business has been a driver for data mining and analytics functionality.

True CRM brings together information from all the ________ sources within an organization.

A recent Gartner study showed that ________ percent of all CRM initiatives fail.

What might a typical CRM architecture look like? What factors should be taken into consideration when designing a CRM architecture?

The focus of ________ technology is on facilitating better communication between a customer and a telephone operator.

As opposed to an ERP system, CRM systems provide support for ________ functionality such as marketing, sales, and customer service.

Internet technologies are not very useful for collecting consumer data.

CRM systems made personalized marketing and customized promotions more feasible.

CRM should be viewed as a strategic business solution and not a ________ solution.

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

Analytical CRM systems provide front and back-end support for sales and marketing.

A good CRM system can automate all the customer relationships.

CRM stands for "Customer Reporting Management."

CRM systems provide unique, real-time experiences to the consumers based on their ________; namely, their physical location and current needs.

When implementing CRM, there must be ________ not only from management but also from individual users and departments.

CRM systems lack integration with the enterprise wide data collection and analysis systems.

The hardware requirements document will outline what the new CRM system capabilities should be. So this is a crucial document in the CRM implementation.

Allowing customers to obtain information via Internet-based inquiries helped organizations to scale up their call center operations.

One key concern about hosted CRM applications is that they do occasionally experience downtime and this can really hurt the company whose application is hosted.

Every CRM system is unique and must be ________ to the needs of the organization.

In CRM systems, a customer file is started from an initial point of ________, whether it is a phone call inquiry or a purchased lead.

The growth in data being generated by web-driven business has been a driver for data mining and analytics functionality.

True CRM brings together information from all the ________ sources within an organization.

A recent Gartner study showed that ________ percent of all CRM initiatives fail.

What might a typical CRM architecture look like? What factors should be taken into consideration when designing a CRM architecture?

The focus of ________ technology is on facilitating better communication between a customer and a telephone operator.

As opposed to an ERP system, CRM systems provide support for ________ functionality such as marketing, sales, and customer service.

Internet technologies are not very useful for collecting consumer data.

CRM systems made personalized marketing and customized promotions more feasible.

CRM should be viewed as a strategic business solution and not a ________ solution.

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