Question 1

Sales force automation products help salespeople better manage their accounts,their business opportunities,and communications while away from the office.

Accepted Answer

A) True 
 B)False  True

Question 2

While a well-planned and organized CRM plan can be extremely useful in developing effective and efficient marketing programs for retailers,they are not particularly helpful for manufacturing companies like GM since their touches with the customer are few.

Accepted Answer

A) True 
 B)False  False

Question 3

Cloud computing is a term used to describe how a customer navigates a website.

Accepted Answer

A) True 
 B)False  False

Question 4

When web sites suggest other items for purchase based on already purchased items,this is an example of Clickstream Selling.

Accepted Answer

A) True 
 B)False

Question 5

According to the text,customer relationship management refers to building and maintaining profitable long-term customer relationships.

Accepted Answer

A) True 
 B)False

Question 6

The element of a CRM program in which a customer's lifetime value is calculated is referred to as:

Accepted Answer

A) ​Segmenting customers 
B) ​Predicting customer behaviors 
C) ​Customer value determination 
D) ​Customer preference determination 
A) ​Segmenting customers 
B) ​Predicting customer behaviors 
C) ​Customer value determination 
D) ​Customer preference determination

Question 7

Through the use permission marketing programs,customers are allowed to select the type of communications companies can make with them.Actually,customers can even choose to be completly eliminated from both e-mail and traditional mailing lists.

Accepted Answer

A) True 
 B)False

Question 8

As customers navigate through a website CRM software can record and analyze the customer's clickstream so website images and ads can be tailored to the needs and desires of that individual customer.

Accepted Answer

A) True 
 B)False

Question 9

When an organization attempts to offer the right products and services to customers at the right time through the offer of individual promotions tied to specific events,like birthdays and anniversaries,this is referred to as:​

Accepted Answer

A) ​Event-based marketing 
B) ​Segmented selling 
C) ​Personal holiday marketing 
D) ​Extreme segmentation marketing 
A) ​Event-based marketing 
B) ​Segmented selling 
C) ​Personal holiday marketing 
D) ​Extreme segmentation marketing

Question 10

Cloud based CRM services are particularly useful for:

Accepted Answer

A) ​Large companies with many resources 
B) ​Small companies with limited resources 
C) ​Customers wanting to shop online 
D) ​Firms wanting customers seeing their current inventory balance 
A) ​Large companies with many resources 
B) ​Small companies with limited resources 
C) ​Customers wanting to shop online 
D) ​Firms wanting customers seeing their current inventory balance

Question 11

Which of the following is a U.S.law which requires compliance by all firms engaged in handling customer information:

Accepted Answer

A) ​The Customer Loyalty Law 
B) ​The Data Protection Act 
C) ​The Internet Privacy Law 
D) ​The U.S.Patriot Act 
A) ​The Customer Loyalty Law 
B) ​The Data Protection Act 
C) ​The Internet Privacy Law 
D) ​The U.S.Patriot Act

Question 12

Safeguarding customer information is a legal and ethical responsibility for any company collecting,processing,and transmitting sensitive customer data.

Accepted Answer

A) True 
 B)False

Question 13

A system which allows sales managers to obtain current information and reporting capabilities regarding each salesperson's activities on each customer's account is referred to as a:

Accepted Answer

A) Sales activity management system 
B) Sales territory management system 
C) ​Lead management system 
D) Knowledge management system 
A) Sales activity management system 
B) Sales territory management system 
C) ​Lead management system 
D) Knowledge management system

Question 14

The element of a CRM program involved with the use of data-mining software and customer behavior analytics is:​

Accepted Answer

A) ​Segmenting customers 
B) ​Predicting customer behaviors 
C) ​Customer value determination 
D) ​Customer preference determination 
A) ​Segmenting customers 
B) ​Predicting customer behaviors 
C) ​Customer value determination 
D) ​Customer preference determination

Question 15

Users in a company can retrieve and study a large amount of information about consumers by housing that information in a centralized database that is commonly referred to as a:

Accepted Answer

A) ​Clickstream 
B) ​QR code 
C) ​Data warehouse 
D) ​Social media site 
A) ​Clickstream 
B) ​QR code 
C) ​Data warehouse 
D) ​Social media site

Question 16

All of the following are required elements for the development of an effective CRM initiative EXCEPT:​

Accepted Answer

A) ​Segmenting customers 
B) ​Customer value determination 
C) ​Utilization of MRP 
D) ​Personalizing customer communications 
A) ​Segmenting customers 
B) ​Customer value determination 
C) ​Utilization of MRP 
D) ​Personalizing customer communications

Question 17

Your top sales executive leaves your company to work for a competitor.Fortunately,all of her notes regarding prior dealings with customers have been captured in a:​

Accepted Answer

A) ​Sales activity management system 
B) ​Sales territory management system 
C) ​Lead management system 
D) ​Knowledge management system 
A) ​Sales activity management system 
B) ​Sales territory management system 
C) ​Lead management system 
D) ​Knowledge management system

Question 18

Private clouds allow corporate users to internally manage their data centers.

Accepted Answer

A) True 
 B)False

Question 19

Why do so many CRM programs fail?

Accepted Answer

A) ​They are so expensive that it is hard to recover the investment 
B) ​They take the firm away from concentrating on their key suppliers 
C) ​Because of incompatible information and communication systems 
D) ​Firms concentrate more on the CRM software instead of taking care of customers 
A) ​They are so expensive that it is hard to recover the investment 
B) ​They take the firm away from concentrating on their key suppliers 
C) ​Because of incompatible information and communication systems 
D) ​Firms concentrate more on the CRM software instead of taking care of customers

Question 20

Which of the following are required elements of an effective CRM initiative?​

Accepted Answer

A) ​Sending out promotional materials via e-mails and traditional mail to a large random group of a potential customers 
B) ​Segmenting customers 
C) ​Preserving a traditional sales force that communicates with the supply-chain via a traditional paper document/contract system 
D) ​All of these 
A) ​Sending out promotional materials via e-mails and traditional mail to a large random group of a potential customers 
B) ​Segmenting customers 
C) ​Preserving a traditional sales force that communicates with the supply-chain via a traditional paper document/contract system 
D) ​All of these

Sales force automation products help salespeople better manage their accounts,their business opportunities,and communications while away from the office.

While a well-planned and organized CRM plan can be extremely useful in developing effective and efficient marketing programs for retailers,they are not particularly helpful for manufacturing companies like GM since their touches with the customer are few.

Cloud computing is a term used to describe how a customer navigates a website.

When web sites suggest other items for purchase based on already purchased items,this is an example of Clickstream Selling.

According to the text,customer relationship management refers to building and maintaining profitable long-term customer relationships.

The element of a CRM program in which a customer's lifetime value is calculated is referred to as:

Through the use permission marketing programs,customers are allowed to select the type of communications companies can make with them.Actually,customers can even choose to be completly eliminated from both e-mail and traditional mailing lists.

As customers navigate through a website CRM software can record and analyze the customer's clickstream so website images and ads can be tailored to the needs and desires of that individual customer.

When an organization attempts to offer the right products and services to customers at the right time through the offer of individual promotions tied to specific events,like birthdays and anniversaries,this is referred to as:

Cloud based CRM services are particularly useful for:

Which of the following is a U.S.law which requires compliance by all firms engaged in handling customer information:

Safeguarding customer information is a legal and ethical responsibility for any company collecting,processing,and transmitting sensitive customer data.

A system which allows sales managers to obtain current information and reporting capabilities regarding each salesperson's activities on each customer's account is referred to as a:

The element of a CRM program involved with the use of data-mining software and customer behavior analytics is:

Users in a company can retrieve and study a large amount of information about consumers by housing that information in a centralized database that is commonly referred to as a:

All of the following are required elements for the development of an effective CRM initiative EXCEPT:

Your top sales executive leaves your company to work for a competitor.Fortunately,all of her notes regarding prior dealings with customers have been captured in a:

Private clouds allow corporate users to internally manage their data centers.

Why do so many CRM programs fail?

Which of the following are required elements of an effective CRM initiative?

Introduction to Supply Chain Management

Purchasing Management

Creating and Managing Supplier Relationship

Ethical and Sustainable Sourcing

Demand Forecasting

Resource Planning Systems

Inventory Management

Process Management - Lean and Six Sigma in the Supply Chain

Domestic Usand Global Logistics

Global Location Decisions

Service Response Logistics

Supply Chain Process Integration

Performance Measurement Along the Supply Chain

Filters

Exam 10: Customer Relationship Management

Sales force automation products help salespeople better manage their accounts,their business opportunities,and communications while away from the office.

While a well-planned and organized CRM plan can be extremely useful in developing effective and efficient marketing programs for retailers,they are not particularly helpful for manufacturing companies like GM since their touches with the customer are few.

Cloud computing is a term used to describe how a customer navigates a website.

When web sites suggest other items for purchase based on already purchased items,this is an example of Clickstream Selling.

According to the text,customer relationship management refers to building and maintaining profitable long-term customer relationships.

The element of a CRM program in which a customer's lifetime value is calculated is referred to as:

Through the use permission marketing programs,customers are allowed to select the type of communications companies can make with them.Actually,customers can even choose to be completly eliminated from both e-mail and traditional mailing lists.

As customers navigate through a website CRM software can record and analyze the customer's clickstream so website images and ads can be tailored to the needs and desires of that individual customer.

When an organization attempts to offer the right products and services to customers at the right time through the offer of individual promotions tied to specific events,like birthdays and anniversaries,this is referred to as:​

Cloud based CRM services are particularly useful for:

Which of the following is a U.S.law which requires compliance by all firms engaged in handling customer information:

Safeguarding customer information is a legal and ethical responsibility for any company collecting,processing,and transmitting sensitive customer data.

A system which allows sales managers to obtain current information and reporting capabilities regarding each salesperson's activities on each customer's account is referred to as a:

The element of a CRM program involved with the use of data-mining software and customer behavior analytics is:​

Users in a company can retrieve and study a large amount of information about consumers by housing that information in a centralized database that is commonly referred to as a:

All of the following are required elements for the development of an effective CRM initiative EXCEPT:​

Your top sales executive leaves your company to work for a competitor.Fortunately,all of her notes regarding prior dealings with customers have been captured in a:​

Private clouds allow corporate users to internally manage their data centers.

Why do so many CRM programs fail?

Which of the following are required elements of an effective CRM initiative?​

Introduction to Supply Chain Management

Purchasing Management

Creating and Managing Supplier Relationship

Ethical and Sustainable Sourcing

Demand Forecasting

Resource Planning Systems

Inventory Management

Process Management - Lean and Six Sigma in the Supply Chain

Domestic Usand Global Logistics

Global Location Decisions

Service Response Logistics

Supply Chain Process Integration

Performance Measurement Along the Supply Chain

Filters

When an organization attempts to offer the right products and services to customers at the right time through the offer of individual promotions tied to specific events,like birthdays and anniversaries,this is referred to as:

The element of a CRM program involved with the use of data-mining software and customer behavior analytics is:

All of the following are required elements for the development of an effective CRM initiative EXCEPT:

Your top sales executive leaves your company to work for a competitor.Fortunately,all of her notes regarding prior dealings with customers have been captured in a:

Which of the following are required elements of an effective CRM initiative?