Question 1

What is the term that defines how recently a customer purchased items?

Accepted Answer

A)  Recency 
B)  Frequency 
C)  Monetary value 
D)  Reporting 
A)  Recency 
B)  Frequency 
C)  Monetary value 
D)  Reporting A

Question 2

Back-office operations deal directly with the customer.

Accepted Answer

A) True 
 B)False  False

Question 3

What is another term that represents CRM analysis technologies that help organizations segment their customers into categories such as best and worst customers?

Accepted Answer

A)  Customer identification 
B)  Customer segmentation 
C)  Customer predicting 
D)  All of these 
A)  Customer identification 
B)  Customer segmentation 
C)  Customer predicting 
D)  All of these B

Question 4

What is the term that defines how much a customer spends on each purchase?

Accepted Answer

A)  Recency 
B)  Frequency 
C)  Monetary value 
D)  Reporting 
A)  Recency 
B)  Frequency 
C)  Monetary value 
D)  Reporting

Question 5

The Internet can completely replace the phone and face-to-face communications with customers.

Accepted Answer

A) True 
 B)False

Question 6

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 using 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 using the big-bang approach.

Question 7

Which of the following statements is incorrect?

Accepted Answer

A)  CRM reporting technologies help organizations identify their customers across other applications. 
B)  CRM analysis technologies help organizations segment their customers into categories, such as best and worst customers. 
C)  CRM predicting technologies help organizations make predictions regarding customer behavior, such as which customers are at risk of leaving. 
D)  CRM predicting technologies help organizations identify their customers across other applications. 
A)  CRM reporting technologies help organizations identify their customers across other applications. 
B)  CRM analysis technologies help organizations segment their customers into categories, such as best and worst customers. 
C)  CRM predicting technologies help organizations make predictions regarding customer behavior, such as which customers are at risk of leaving. 
D)  CRM predicting technologies help organizations identify their customers across other applications.

Question 8

What made-to-order views can analytical CRM tools slice-and-dice customer information into?

Accepted Answer

A)  Customer value 
B)  Customer spending 
C)  Customer segmentation 
D)  All of these 
A)  Customer value 
B)  Customer spending 
C)  Customer segmentation 
D)  All of these

Question 9

___________ CRM supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers.

Accepted Answer

The answer of ___________ CRM supports back-office operations and strategic...

Question 10

Which of the following represents operational CRM?

Accepted Answer

A)  Supports traditional transactional processing. 
B)  Supports day-to-day front-office operations. 
C)  Supports operations that deal directly with the customers. 
D)  All of these. 
A)  Supports traditional transactional processing. 
B)  Supports day-to-day front-office operations. 
C)  Supports operations that deal directly with the customers. 
D)  All of these.

Question 11

What is another term that represents CRM reporting technologies that help organizations identify their customers across other applications?

Accepted Answer

A)  Customer identification 
B)  Customer segmentation 
C)  Customer predicting 
D)  All of these 
A)  Customer identification 
B)  Customer segmentation 
C)  Customer predicting 
D)  All of these

Question 12

What are the three phases in the evolution of CRM?

Accepted Answer

A)  Recency, analyzing, predicting 
B)  Reporting, analyzing, predicting 
C)  Recency, analytical, processes 
D)  Reporting, analytical, predicting 
A)  Recency, analyzing, predicting 
B)  Reporting, analyzing, predicting 
C)  Recency, analytical, processes 
D)  Reporting, analytical, predicting

Question 13

List and describe the industry best practices for implementing a successful CRM system.

Accepted Answer

(1)Clearly communicate the CRM strategy,

Question 14

___________ 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

The answer of ___________ occurs when a website can know...

Question 15

List and describe several benefits an organization can receive from CRM.

Accepted Answer

(1)Provide better customer service,(2)ma

Question 16

Who did Business 2.0 rank as number one in the top 50 people who matter most in business?

Accepted Answer

A)  Bill Gates 
B)  You-the business analyst 
C)  Michael Dell 
D)  You-the customer 
A)  Bill Gates 
B)  You-the business analyst 
C)  Michael Dell 
D)  You-the customer

Question 17

The primary difference between operational CRM and analytical CRM is the direct interaction between the organization and its suppliers.

Accepted Answer

A) True 
 B)False

Question 18

What is the top CRM business driver?

Accepted Answer

A)  Inventory control 
B)  Increase revenues 
C)  Competitive advantage 
D)  Automation/productivity/efficiency 
A)  Inventory control 
B)  Increase revenues 
C)  Competitive advantage 
D)  Automation/productivity/efficiency

Question 19

What is the formula that an organization can use to find its most valuable customers?

Accepted Answer

A)  RFM-reporting, features, monetary value. 
B)  RFM-reporting, frequency, market share. 
C)  RFM-recency, frequency, monetary value. 
D)  RFM-recency, features, market share. 
A)  RFM-reporting, features, monetary value. 
B)  RFM-reporting, frequency, market share. 
C)  RFM-recency, frequency, monetary value. 
D)  RFM-recency, features, market share.

Question 20

A customer strategy starts with understanding who the company's __________ are and how they help the company meet strategic goals.

Accepted Answer

The answer of A customer strategy starts with understanding who...

What is the term that defines how recently a customer purchased items?

Back-office operations deal directly with the customer.

What is another term that represents CRM analysis technologies that help organizations segment their customers into categories such as best and worst customers?

What is the term that defines how much a customer spends on each purchase?

The Internet can completely replace the phone and face-to-face communications with customers.

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

Which of the following statements is incorrect?

What made-to-order views can analytical CRM tools slice-and-dice customer information into?

___________ CRM supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers.

Which of the following represents operational CRM?

What is another term that represents CRM reporting technologies that help organizations identify their customers across other applications?

What are the three phases in the evolution of CRM?

List and describe the industry best practices for implementing a successful CRM system.

___________ 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.

List and describe several benefits an organization can receive from CRM.

Who did Business 2.0 rank as number one in the top 50 people who matter most in business?

The primary difference between operational CRM and analytical CRM is the direct interaction between the organization and its suppliers.

What is the top CRM business driver?

What is the formula that an organization can use to find its most valuable customers?

A customer strategy starts with understanding who the company's __________ are and how they help the company meet strategic goals.

Business Driven Technology

Identifying Competitive Advantages

Strategic Initiatives for Implementing Competitive Advantages

Measuring the Success of Strategic Initiatives

Organizational Structures That Support Strategic Initiatives

Valuing Organizational Information

Storing Organizational Information Databases

Accessing Organizational Information Data Warehouse

Enabling the Organization Decision Making

Extending the Organization Supply Chain Management

Integrating the Organization From End-To-End Enterprise Resource Planning

Creating Innovative Organizations

E-Business

Creating Collaborative Partnerships

Integrating Wireless Technology in Business

Building Software to Support an Agile Organization

Managing Organizational Projects

Outsourcing in the 21st Century

Developing a 21st-Century Organization

Filters

Exam 11: Building a Customer-Centric Organization Customer Relationship Management

What is the term that defines how recently a customer purchased items?

Back-office operations deal directly with the customer.

What is another term that represents CRM analysis technologies that help organizations segment their customers into categories such as best and worst customers?

What is the term that defines how much a customer spends on each purchase?

The Internet can completely replace the phone and face-to-face communications with customers.

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

Which of the following statements is incorrect?

What made-to-order views can analytical CRM tools slice-and-dice customer information into?

___________ CRM supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers.

Which of the following represents operational CRM?

What is another term that represents CRM reporting technologies that help organizations identify their customers across other applications?

What are the three phases in the evolution of CRM?

List and describe the industry best practices for implementing a successful CRM system.

___________ 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.

List and describe several benefits an organization can receive from CRM.

Who did Business 2.0 rank as number one in the top 50 people who matter most in business?

The primary difference between operational CRM and analytical CRM is the direct interaction between the organization and its suppliers.

What is the top CRM business driver?

What is the formula that an organization can use to find its most valuable customers?

A customer strategy starts with understanding who the company's __________ are and how they help the company meet strategic goals.

Business Driven Technology

Identifying Competitive Advantages

Strategic Initiatives for Implementing Competitive Advantages

Measuring the Success of Strategic Initiatives

Organizational Structures That Support Strategic Initiatives

Valuing Organizational Information

Storing Organizational Information Databases

Accessing Organizational Information Data Warehouse

Enabling the Organization Decision Making

Extending the Organization Supply Chain Management

Integrating the Organization From End-To-End Enterprise Resource Planning

Creating Innovative Organizations

E-Business

Creating Collaborative Partnerships

Integrating Wireless Technology in Business

Building Software to Support an Agile Organization

Managing Organizational Projects

Outsourcing in the 21st Century

Developing a 21st-Century Organization

Filters