Question 1

_____ is the use of social media in deploying Customer Relationship Management.

Accepted Answer

A)  Emarketing 
B)  Customer-centric approach 
C)  Targeted online marketing 
D)  Social CRM 
E)  Banner ads 
A)  Emarketing 
B)  Customer-centric approach 
C)  Targeted online marketing 
D)  Social CRM 
E)  Banner ads D

Question 2

CRM is used by companies that want to:

Accepted Answer

A)  track customers through their site. 
B)  design marketing campaigns. 
C)  re-design the website. 
D)  improve customer service. 
E)  all of the above 
A)  track customers through their site. 
B)  design marketing campaigns. 
C)  re-design the website. 
D)  improve customer service. 
E)  all of the above E

Question 3

_____ is the use of technologies to establish, develop, maintain, and optimize relationships with customers by focusing on the understanding of needs and desires.

Accepted Answer

A)  SCM 
B)  CRM 
C)  SDM 
D)  BI 
E)  IM 
A)  SCM 
B)  CRM 
C)  SDM 
D)  BI 
E)  IM B

Question 4

Intelligent agents are also called _____.

Accepted Answer

A)  spies 
B)  artificial intelligents 
C)  web bots 
D)  web browsers 
E)  cookies 
A)  spies 
B)  artificial intelligents 
C)  web bots 
D)  web browsers 
E)  cookies

Question 5

A call centre is one potential customer touch point that captures data during the CRM process.

Accepted Answer

A) True 
 B)False

Question 6

When attempting to implement a CRM project, political and cultural issues are major concerns of most companies.

Accepted Answer

A) True 
 B)False

Question 7

In describing technologies the following is a true statement:

Accepted Answer

A)  CRM and business intelligence are different technologies. 
B)  CRM and business intelligence have similar objectives. 
C)  The scope of business intelligence is generally greater than CRM. 
D)  Social CRM improves customer "self-service". 
E)  all of the above 
A)  CRM and business intelligence are different technologies. 
B)  CRM and business intelligence have similar objectives. 
C)  The scope of business intelligence is generally greater than CRM. 
D)  Social CRM improves customer "self-service". 
E)  all of the above

Question 8

Define Voice over Internet Protocol (VoIP).

Accepted Answer

An internet telephony protocol

Question 9

Explain how computer telephony integration (CTI) works.

Accepted Answer

Computer telephony integration (CTI) is

Question 10

If a salesperson can up-sell a customer from a mid-level product to a higher-quality product, sales will increase.

Accepted Answer

A) True 
 B)False

Question 11

Social CRM applications may include the following:

Accepted Answer

A)  website design software 
B)  online marketing campaigns 
C)  enterprise resource planning 
D)  offline advertising 
E)  scheduling software 
A)  website design software 
B)  online marketing campaigns 
C)  enterprise resource planning 
D)  offline advertising 
E)  scheduling software

Question 12

Process redesign sets the stage for the remainder of the CRM implementation.

Accepted Answer

A) True 
 B)False

Question 13

Describe the benefits social CRM provides for a company.

Accepted Answer

Social CRM provides metrics about the on

Question 14

As technologies converge, CRM applications are becoming offerings within what kind of application?

Accepted Answer

Business I

Question 15

Customer Relationship Management (CRM) is the use of technologies to establish, develop and ________ relationships with customers.

Accepted Answer

A)  start 
B)  limit 
C)  optimize 
D)  end 
E)  maintain 
A)  start 
B)  limit 
C)  optimize 
D)  end 
E)  maintain

Question 16

The key functional areas of focus for CRM are:

Accepted Answer

A)  marketing, sales, and service. 
B)  technology, business processes, and human resources. 
C)  intranet, extranet, and internet. 
D)  marketing, business processes, and service. 
E)  marketing, internet, and intranet. 
A)  marketing, sales, and service. 
B)  technology, business processes, and human resources. 
C)  intranet, extranet, and internet. 
D)  marketing, business processes, and service. 
E)  marketing, internet, and intranet.

Question 17

The primary goal of CRM is:

Accepted Answer

A)  marketing 
B)  sales 
C)  service 
D)  personalization 
E)  all of the above 
A)  marketing 
B)  sales 
C)  service 
D)  personalization 
E)  all of the above

Question 18

A program designed to assist users on the web to carry out tasks such as searching for information or automating tasks is known as:

Accepted Answer

A)  log files. 
B)  permission marketing. 
C)  intelligent agents. 
D)  click-stream analysis. 
E)  data mining 
A)  log files. 
B)  permission marketing. 
C)  intelligent agents. 
D)  click-stream analysis. 
E)  data mining

Question 19

There are many steps within a CRM process. Which of the following is a step in the CRM process?

Accepted Answer

A)  data capture 
B)  data analysis 
C)  strategic decision making 
D)  implementation 
E)  all of the above 
A)  data capture 
B)  data analysis 
C)  strategic decision making 
D)  implementation 
E)  all of the above

Question 20

Organizations often choose to send emails for marketing purposes which can result in negative reactions from recipients. However, this kind of email can be beneficial when it is:

Accepted Answer

A)  funny. 
B)  targeted. 
C)  personalized. 
D)  blanketed. 
E)  automated. 
A)  funny. 
B)  targeted. 
C)  personalized. 
D)  blanketed. 
E)  automated.

_____ is the use of social media in deploying Customer Relationship Management.

CRM is used by companies that want to:

_____ is the use of technologies to establish, develop, maintain, and optimize relationships with customers by focusing on the understanding of needs and desires.

Intelligent agents are also called _____.

A call centre is one potential customer touch point that captures data during the CRM process.

When attempting to implement a CRM project, political and cultural issues are major concerns of most companies.

In describing technologies the following is a true statement:

Define Voice over Internet Protocol (VoIP).

Explain how computer telephony integration (CTI) works.

If a salesperson can up-sell a customer from a mid-level product to a higher-quality product, sales will increase.

Social CRM applications may include the following:

Process redesign sets the stage for the remainder of the CRM implementation.

Describe the benefits social CRM provides for a company.

As technologies converge, CRM applications are becoming offerings within what kind of application?

Customer Relationship Management (CRM) is the use of technologies to establish, develop and ________ relationships with customers.

The key functional areas of focus for CRM are:

The primary goal of CRM is:

A program designed to assist users on the web to carry out tasks such as searching for information or automating tasks is known as:

There are many steps within a CRM process. Which of the following is a step in the CRM process?

Organizations often choose to send emails for marketing purposes which can result in negative reactions from recipients. However, this kind of email can be beneficial when it is:

Introduction to Ebusiness

Internet Business Models and Strategies

Evolution and Applications of the Internet

Enterprise-Wide and Inter-Enterprise Systems

Security and Controls

Billing and Payment Systems

Supply-Chain Management

Eprocurement, Trading Exchanges, and Auctions

Business Intelligence

E-marketing and Advertising

Metrics for Performance Measurement in E-commerce

Privacy, Legal, and Taxation Issues in Ecommerce

Ecommerce and Small Business

Filters

Exam 9: Customer Relationship Management

_____ is the use of social media in deploying Customer Relationship Management.

CRM is used by companies that want to:

_____ is the use of technologies to establish, develop, maintain, and optimize relationships with customers by focusing on the understanding of needs and desires.

Intelligent agents are also called _____.

A call centre is one potential customer touch point that captures data during the CRM process.

When attempting to implement a CRM project, political and cultural issues are major concerns of most companies.

In describing technologies the following is a true statement:

Define Voice over Internet Protocol (VoIP).

Explain how computer telephony integration (CTI) works.

If a salesperson can up-sell a customer from a mid-level product to a higher-quality product, sales will increase.

Social CRM applications may include the following:

Process redesign sets the stage for the remainder of the CRM implementation.

Describe the benefits social CRM provides for a company.

As technologies converge, CRM applications are becoming offerings within what kind of application?

Customer Relationship Management (CRM) is the use of technologies to establish, develop and ________ relationships with customers.

The key functional areas of focus for CRM are:

The primary goal of CRM is:

A program designed to assist users on the web to carry out tasks such as searching for information or automating tasks is known as:

There are many steps within a CRM process. Which of the following is a step in the CRM process?

Organizations often choose to send emails for marketing purposes which can result in negative reactions from recipients. However, this kind of email can be beneficial when it is:

Introduction to Ebusiness

Internet Business Models and Strategies

Evolution and Applications of the Internet

Enterprise-Wide and Inter-Enterprise Systems

Security and Controls

Billing and Payment Systems

Supply-Chain Management

Eprocurement, Trading Exchanges, and Auctions

Business Intelligence

E-marketing and Advertising

Metrics for Performance Measurement in E-commerce

Privacy, Legal, and Taxation Issues in Ecommerce

Ecommerce and Small Business

Filters