Question 1

CRM has become much more powerful with the increasing use of social media, such as Facebook, Twitter, and LinkedIn.

Accepted Answer

A) True 
 B)False

Question 2

Which of the following is a step in the CRM process cycle?

Accepted Answer

A)  touch points 
B)  process redesign 
C)  business intelligence 
D)  ERP integration 
E)  forecasting 
A)  touch points 
B)  process redesign 
C)  business intelligence 
D)  ERP integration 
E)  forecasting

Question 3

The following is an example of potential customer touch points where data capture occur during the CRM process:

Accepted Answer

A)  web, customer's home, phone centre, and customer identification 
B)  web, call centre, point of sale, and direct mail 
C)  registration/warranty, wireless, and email campaigns 
D)  ordering, invoicing, and payment 
E)  ordering, payment, and delivery 
A)  web, customer's home, phone centre, and customer identification 
B)  web, call centre, point of sale, and direct mail 
C)  registration/warranty, wireless, and email campaigns 
D)  ordering, invoicing, and payment 
E)  ordering, payment, and delivery

Question 4

The planning phase of CRM adoption and implementation will address ________:

Accepted Answer

A)  needs analysis 
B)  software selection 
C)  project responsibilities 
D)  project timelines 
E)  all of the above 
A)  needs analysis 
B)  software selection 
C)  project responsibilities 
D)  project timelines 
E)  all of the above

Question 5

Ebusiness, with its need for speed in meeting the wishes of customers, has increased the demand for a supplier-centric approach to business.

Accepted Answer

A) True 
 B)False

Question 6

List the first 3 implementation stages of CRM, according to the textbook.

Accepted Answer

Planning,

Question 7

The process of encouraging customers to purchase complementary or additional products or services from a firm is called:

Accepted Answer

A)  up-selling. 
B)  cross-selling. 
C)  customer intelligence. 
D)  suggestive selling. 
E)  impulse selling. 
A)  up-selling. 
B)  cross-selling. 
C)  customer intelligence. 
D)  suggestive selling. 
E)  impulse selling.

Question 8

SFA (the process of simplifying sales in the field and the integration of sales activity into the corporate information structure) stands for:

Accepted Answer

A)  service force association. 
B)  signature free automation 
C)  sales force automation 
D)  screening force automation 
E)  none of the above 
A)  service force association. 
B)  signature free automation 
C)  sales force automation 
D)  screening force automation 
E)  none of the above

Question 9

According to the textbook, what is the last stage of a CRM implementation?

Accepted Answer

A)  change implementation 
B)  analysis 
C)  integration 
D)  education 
E)  planning 
A)  change implementation 
B)  analysis 
C)  integration 
D)  education 
E)  planning

Question 10

Explain what's involved in the education stage of CRM implementations.

Accepted Answer

The implementation of any new technology

Question 11

Customer intelligence involves the use of CRM applications to explore the data to identify relevant customer information.

Accepted Answer

A) True 
 B)False

Question 12

What is the correct order of the CRM process?

Accepted Answer

A)  data capture, data analysis, implementation, strategic decision making 
B)  data capture, strategic decision making, implementation, data analysis 
C)  data capture, data analysis, strategic decision making, implementation 
D)  data capture, implementation, decision making, data analysis 
E)  strategic decision making, data capture, data analysis, implementation 
A)  data capture, data analysis, implementation, strategic decision making 
B)  data capture, strategic decision making, implementation, data analysis 
C)  data capture, data analysis, strategic decision making, implementation 
D)  data capture, implementation, decision making, data analysis 
E)  strategic decision making, data capture, data analysis, implementation

Question 13

The overall goal of any CRM implementation is:

Accepted Answer

A)  to improve upon customer relationships by providing better service, improved sales efforts, and reduced marketing costs. 
B)  marketing planning, sales forecasting, competitor intelligence, trend analysis, and performance analysis. 
C)  increase efficiency, improving customer interaction and service, and simplifying the process for sales people. 
D)  developing an enhanced understanding of customer needs. 
E)  none of the above 
A)  to improve upon customer relationships by providing better service, improved sales efforts, and reduced marketing costs. 
B)  marketing planning, sales forecasting, competitor intelligence, trend analysis, and performance analysis. 
C)  increase efficiency, improving customer interaction and service, and simplifying the process for sales people. 
D)  developing an enhanced understanding of customer needs. 
E)  none of the above

Question 14

Customer Relationship Management (CRM) technologies allow customer information to be gathered through a single point.

Accepted Answer

A) True 
 B)False

Question 15

According to the textbook, data analysis is the third step of the CRM process that involves the use of CRM applications to explore the data to identify relevant customer information.

Accepted Answer

A) True 
 B)False

Question 16

When implementing a CRM project it is important to consider the following:

Accepted Answer

A)  political concerns 
B)  cultural concerns 
C)  technological concerns 
D)  ethical concerns 
E)  all of the above 
A)  political concerns 
B)  cultural concerns 
C)  technological concerns 
D)  ethical concerns 
E)  all of the above

Question 17

The CRM process includes:

Accepted Answer

A)  data analysis and accounting. 
B)  encryption and data capture. 
C)  data capture and strategic decision-making. 
D)  accounting and encryption. 
E)  financial statement analysis. 
A)  data analysis and accounting. 
B)  encryption and data capture. 
C)  data capture and strategic decision-making. 
D)  accounting and encryption. 
E)  financial statement analysis.

Question 18

What is a data warehouse?

Accepted Answer

A central data repository util

Question 19

Central depositories that are used to organize, store, analyze, and report upon data for decision-making purposes are known as:

Accepted Answer

A)  data marts. 
B)  CRM applications. 
C)  relational database systems. 
D)  data warehouses. 
E)  log files. 
A)  data marts. 
B)  CRM applications. 
C)  relational database systems. 
D)  data warehouses. 
E)  log files.

Question 20

Email campaigns, real time chat, Voice over Internet Protocol (VoIP), intelligence agents, and email management are examples of:

Accepted Answer

A)  customer service campaigns. 
B)  online marketing campaigns. 
C)  company's promotion of products. 
D)  system integration and implementation. 
E)  CRM final product. 
A)  customer service campaigns. 
B)  online marketing campaigns. 
C)  company's promotion of products. 
D)  system integration and implementation. 
E)  CRM final product.

CRM has become much more powerful with the increasing use of social media, such as Facebook, Twitter, and LinkedIn.

Which of the following is a step in the CRM process cycle?

The following is an example of potential customer touch points where data capture occur during the CRM process:

The planning phase of CRM adoption and implementation will address ________:

Ebusiness, with its need for speed in meeting the wishes of customers, has increased the demand for a supplier-centric approach to business.

List the first 3 implementation stages of CRM, according to the textbook.

The process of encouraging customers to purchase complementary or additional products or services from a firm is called:

SFA (the process of simplifying sales in the field and the integration of sales activity into the corporate information structure) stands for:

According to the textbook, what is the last stage of a CRM implementation?

Explain what's involved in the education stage of CRM implementations.

Customer intelligence involves the use of CRM applications to explore the data to identify relevant customer information.

What is the correct order of the CRM process?

The overall goal of any CRM implementation is:

Customer Relationship Management (CRM) technologies allow customer information to be gathered through a single point.

According to the textbook, data analysis is the third step of the CRM process that involves the use of CRM applications to explore the data to identify relevant customer information.

When implementing a CRM project it is important to consider the following:

The CRM process includes:

What is a data warehouse?

Central depositories that are used to organize, store, analyze, and report upon data for decision-making purposes are known as:

Email campaigns, real time chat, Voice over Internet Protocol (VoIP), intelligence agents, and email management are examples of:

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

CRM has become much more powerful with the increasing use of social media, such as Facebook, Twitter, and LinkedIn.

Which of the following is a step in the CRM process cycle?

The following is an example of potential customer touch points where data capture occur during the CRM process:

The planning phase of CRM adoption and implementation will address ________:

Ebusiness, with its need for speed in meeting the wishes of customers, has increased the demand for a supplier-centric approach to business.

List the first 3 implementation stages of CRM, according to the textbook.

The process of encouraging customers to purchase complementary or additional products or services from a firm is called:

SFA (the process of simplifying sales in the field and the integration of sales activity into the corporate information structure) stands for:

According to the textbook, what is the last stage of a CRM implementation?

Explain what's involved in the education stage of CRM implementations.

Customer intelligence involves the use of CRM applications to explore the data to identify relevant customer information.

What is the correct order of the CRM process?

The overall goal of any CRM implementation is:

Customer Relationship Management (CRM) technologies allow customer information to be gathered through a single point.

According to the textbook, data analysis is the third step of the CRM process that involves the use of CRM applications to explore the data to identify relevant customer information.

When implementing a CRM project it is important to consider the following:

The CRM process includes:

What is a data warehouse?

Central depositories that are used to organize, store, analyze, and report upon data for decision-making purposes are known as:

Email campaigns, real time chat, Voice over Internet Protocol (VoIP), intelligence agents, and email management are examples of:

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