Question 1

Which of the following is not a CRM industry best practice?

Accepted Answer

A)  Define information needs and flows 
B)  Build an integrated view of the customer 
C)  Scalability for organizational growth 
D)  Implement in the big bang approach 
A)  Define information needs and flows 
B)  Build an integrated view of the customer 
C)  Scalability for organizational growth 
D)  Implement in the big bang approach

Question 2

What maintains customer contact information and identifies prospective customers for future sales?

Accepted Answer

A)  Sales management system 
B)  Contact management system 
C)  Opportunity management system 
D)  Sales force automation system 
A)  Sales management system 
B)  Contact management system 
C)  Opportunity management system 
D)  Sales force automation system

Question 3

Which of the following represents sales force automation?

Accepted Answer

A)  Helping an organization identify its customers across applications 
B)  Selling additional products or services to a customer 
C)  A system that automatically tracks all of the steps in the sales process 
D)  Selling larger products or services to a customer 
A)  Helping an organization identify its customers across applications 
B)  Selling additional products or services to a customer 
C)  A system that automatically tracks all of the steps in the sales process 
D)  Selling larger products or services to a customer

Question 4

_________ management systems maintain customer contact information and identify prospective customers for future sales.

Accepted Answer

The answer of _________ management systems maintain customer contact information...

Question 5

What occurs when a website can know enough about a person's likes and dislikes that it can fashion offers that are more likely to appeal to that person?

Accepted Answer

A)  Operational CRM 
B)  Analytical CRM 
C)  Personalization 
D)  All of these 
A)  Operational CRM 
B)  Analytical CRM 
C)  Personalization 
D)  All of these

Question 6

________________ systems also help an organization communicate with its suppliers by providing a seamless communication channel where data can be shared and accessed by both parties.

Accepted Answer

The answer of ________________ systems also help an organization communicate...

Question 7

"Why did sales not meet forecasts?" is an example of _________ technologies in CRM.

Accepted Answer

The answer of "Why did sales not meet forecasts?" is...

Question 8

Retailers are agents who sell products or services on behalf of a company or organization, particularly in the automobile industry.

Accepted Answer

A) True 
 B)False

Question 9

The evolution of CRM is reporting, analyzing, and predicting.

Accepted Answer

A) True 
 B)False

Question 10

An organization can find its most valuable customers by using a formula that industry insiders call recency, ______________, and monetary value.

Accepted Answer

The answer of An organization can find its most valuable...

Question 11

Describe three CRM technologies used by sales departments.

Accepted Answer

Three sales operational CRM technologies

Question 12

Compare customer relationship management, supplier relationship management, partner relationship management, and employee relationship management.

Accepted Answer

Supplier relationship management (SRM)-f

Question 13

What can analytical CRM modelling tools discover?

Accepted Answer

A)  Identify opportunities for expanding customer relationships 
B)  Identify opportunities for cross-selling 
C)  Identify opportunities for up-selling 
D)  All of these 
A)  Identify opportunities for expanding customer relationships 
B)  Identify opportunities for cross-selling 
C)  Identify opportunities for up-selling 
D)  All of these

Question 14

Which question below represents a CRM reporting technology example?

Accepted Answer

A)  Why did sales not meet forecasts? 
B)  What customers are at risk of leaving? 
C)  What is the total revenue by customer? 
D)  All of these 
A)  Why did sales not meet forecasts? 
B)  What customers are at risk of leaving? 
C)  What is the total revenue by customer? 
D)  All of these

Question 15

________________ are companies or individuals who purchase goods and products in bulk with the intention of reselling them at a profit.

Accepted Answer

A)  Alliance partners 
B)  Dealers 
C)  Resellers 
D)  Partner relationship management (PRM) 
A)  Alliance partners 
B)  Dealers 
C)  Resellers 
D)  Partner relationship management (PRM)

Question 16

One of the primary reasons a company loses customers is good customer service experiences.

Accepted Answer

A) True 
 B)False

Question 17

_______________ are competitor organizations who co-operate with one another since doing so allows them to compete more successfully with other competitors.

Accepted Answer

A)  Alliance partners 
B)  Dealers 
C)  Resellers 
D)  Partner relationship management (PRM) 
A)  Alliance partners 
B)  Dealers 
C)  Resellers 
D)  Partner relationship management (PRM)

Question 18

The intense competition in today's marketplace forces organizations to switch from sales-focused strategies to _______________________ strategies.

Accepted Answer

A)  customer-focused 
B)  production-focused 
C)  operations-focused 
D)  supplier-focused 
A)  customer-focused 
B)  production-focused 
C)  operations-focused 
D)  supplier-focused

Question 19

SRM systems also help an organization communicate with its suppliers by providing a seamless communication channel where data can be shared and accessed by both parties.

Accepted Answer

A) True 
 B)False

Question 20

Which question below represents a CRM predicting technology question?

Accepted Answer

A)  Why did sales not meet forecasts? 
B)  What customers are at risk of leaving? 
C)  What is the total revenue by customer? 
D)  All of these 
A)  Why did sales not meet forecasts? 
B)  What customers are at risk of leaving? 
C)  What is the total revenue by customer? 
D)  All of these

Which of the following is not a CRM industry best practice?

What maintains customer contact information and identifies prospective customers for future sales?

Which of the following represents sales force automation?

_________ management systems maintain customer contact information and identify prospective customers for future sales.

What occurs when a website can know enough about a person's likes and dislikes that it can fashion offers that are more likely to appeal to that person?

________________ systems also help an organization communicate with its suppliers by providing a seamless communication channel where data can be shared and accessed by both parties.

"Why did sales not meet forecasts?" is an example of _________ technologies in CRM.

Retailers are agents who sell products or services on behalf of a company or organization, particularly in the automobile industry.

The evolution of CRM is reporting, analyzing, and predicting.

An organization can find its most valuable customers by using a formula that industry insiders call recency, ______________, and monetary value.

Describe three CRM technologies used by sales departments.

Compare customer relationship management, supplier relationship management, partner relationship management, and employee relationship management.

What can analytical CRM modelling tools discover?

Which question below represents a CRM reporting technology example?

________________ are companies or individuals who purchase goods and products in bulk with the intention of reselling them at a profit.

One of the primary reasons a company loses customers is good customer service experiences.

_______________ are competitor organizations who co-operate with one another since doing so allows them to compete more successfully with other competitors.

The intense competition in today's marketplace forces organizations to switch from sales-focused strategies to _______________________ strategies.

SRM systems also help an organization communicate with its suppliers by providing a seamless communication channel where data can be shared and accessed by both parties.

Which question below represents a CRM predicting technology question?

Information Systems in Business

Strategic Decision Making

E-Business

Ethics and Information Security

It Architectures

Databases and Data Warehouses

Networks, Telecommunications, and Wireless Computing

Supply Chain Management

Enterprise Resource Planning and Collaboration Systems

Business Basics

Business Process

Filters

Exam 9: Customer Relationship Management

Which of the following is not a CRM industry best practice?

What maintains customer contact information and identifies prospective customers for future sales?

Which of the following represents sales force automation?

_________ management systems maintain customer contact information and identify prospective customers for future sales.

What occurs when a website can know enough about a person's likes and dislikes that it can fashion offers that are more likely to appeal to that person?

________________ systems also help an organization communicate with its suppliers by providing a seamless communication channel where data can be shared and accessed by both parties.

"Why did sales not meet forecasts?" is an example of _________ technologies in CRM.

Retailers are agents who sell products or services on behalf of a company or organization, particularly in the automobile industry.

The evolution of CRM is reporting, analyzing, and predicting.

An organization can find its most valuable customers by using a formula that industry insiders call recency, ______________, and monetary value.

Describe three CRM technologies used by sales departments.

Compare customer relationship management, supplier relationship management, partner relationship management, and employee relationship management.

What can analytical CRM modelling tools discover?

Which question below represents a CRM reporting technology example?

________________ are companies or individuals who purchase goods and products in bulk with the intention of reselling them at a profit.

One of the primary reasons a company loses customers is good customer service experiences.

_______________ are competitor organizations who co-operate with one another since doing so allows them to compete more successfully with other competitors.

The intense competition in today's marketplace forces organizations to switch from sales-focused strategies to _______________________ strategies.

SRM systems also help an organization communicate with its suppliers by providing a seamless communication channel where data can be shared and accessed by both parties.

Which question below represents a CRM predicting technology question?

Information Systems in Business

Strategic Decision Making

E-Business

Ethics and Information Security

It Architectures

Databases and Data Warehouses

Networks, Telecommunications, and Wireless Computing

Supply Chain Management

Enterprise Resource Planning and Collaboration Systems

Business Basics

Business Process

Filters