Question 1

___________ 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 2

What is the top CRM business driver?

Accepted Answer

A)   Inventory control
B)   Increase revenues
C)   Competitive advantage
D)   Automation/productivity/efficiencyE) A) and C)
F) B) and C)

Question 3

Back-office operations deal directly with the customer.

Accepted Answer

A) True 
 B)False  False

Question 4

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, predictingE) B) and D)
F) A) and C)

Question 5

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

Accepted Answer

(1)Clearly communicate the CRM strategy,...

Question 6

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

Accepted Answer

A)   Recency
B)   Frequency
C)   Monetary value
D)   ReportingE) B) and C)
F) None of the above A

Question 7

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

Accepted Answer

A) True 
 B)False

Question 8

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

Accepted Answer

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

Question 9

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 customerE) A) and B)
F) A) and C)

Question 10

___________ 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 11

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 theseE) None of the above
F) All of the above

Question 12

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.E) C) and D)
F) A) and B)

Question 13

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.E) A) and B)
F) A) and C)

Question 14

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 theseE) A) and D)
F) C) and D) B

Question 15

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.E) A) and D)
F) A) and C)

Question 16

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 theseE) B) and D)
F) C) and D)

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 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.E) C) and D)
F) A) and D)

Question 19

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

Accepted Answer

A)   Recency
B)   Frequency
C)   Monetary value
D)   ReportingE) C) and D)
F) A) and B)

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...

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

___________ 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.

Correct AnswerverifiedShow Answer

What is the top CRM business driver?

Correct AnswerverifiedShow Answer

Back-office operations deal directly with the customer.

Correct AnswerverifiedFalse

What are the three phases in the evolution of CRM?

Correct AnswerverifiedShow Answer

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

Correct Answerverified(1)Clearly communicate the CRM strategy,...View AnswerShow Answer

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

Correct AnswerverifiedA

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

Correct AnswerverifiedShow Answer

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

Correct Answerverified(1)Provide better customer service,(2)ma...View AnswerShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Which of the following statements is incorrect?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedB

Which of the following represents operational CRM?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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False

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(1)Clearly communicate the CRM strategy,...
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A

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

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