Question 1

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 siteE) A) and B)
F) A) and C)

Question 2

When integrating new CRM modules, it is important that compatible CRM modules are linked to a(n) :

Accepted Answer

A)  Data warehouse
B)  Data knowledge system
C)  Sales activity management system
D)  Sales force automation systemE) All of the above
F) A) and B)

Question 3

According to the textbook, which of the following statements is TRUE?

Accepted Answer

A)  CRM stands for customer resource management
B)  ASP stands for application service provider
C)  CRM stands for centralized resource management
D)  ASP stands for accelerated shipment processE) A) and B)
F) C) and D)

Question 4

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 completed eliminated from both e-mail and traditional mailing lists.

Accepted Answer

A) True 
 B)False

Question 5

You are a manager at Sunnydale Appliances.A customer who recently purchased a dishwasher contacts you with a problem and requests warranty information.According to the text, this is an example of:

Accepted Answer

A)  Customer churn
B)  Posttransaction customer service
C)  Customer management
D)  Pretransaction customer serviceE) B) and C)
F) B) and D)

Question 6

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 systemE) B) and C)
F) A) and B)

Question 7

Which of the following statements about consumer focused programs/initiatives is TRUE?

Accepted Answer

A)  Customers want additional support services and other offerings that add value to their initial product or service purchases
B)  CRM programs are simple in that they involve treating customers properly and making them feel valued
C)  CRM programs are complex in that they involve identifying all customers, their needs, and then creating a system geared towards completely satisfying the customer.
D)  All of theseE) A) and C)
F) B) and D)

Question 8

According to the textbook, a performance measurement type for CRM would include:

Accepted Answer

A)  Customer loyalty
B)  Customer Satisfaction
C)  Average sales revenue per customer
D)  All of theseE) C) and D)
F) A) and B)

Question 9

Your company's marketing efforts allow customers to "opt-out" of receiving email advertisers.This is referred to as:

Accepted Answer

A)  Event-based marketing
B)  Relationship marketing
C)  Customer churn
D)  Customer preference marketingE) A) and B)
F) A) and D)

Question 10

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 systemE) A) and C)
F) A) and B)

Question 11

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 marketingE) C) and D)
F) A) and C)

Question 12

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 theseE) A) and B)
F) All of the above

Question 13

Companies that provide on-demand applications are often referred to as data warehouses.

Accepted Answer

A) True 
 B)False

Question 14

Segmenting customers on the basis of things like products purchased, sales history, demographic information, and desired product features can dilute the results of a CRM program; segmenting customers should be avoided.

Accepted Answer

A) True 
 B)False

Question 15

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

Accepted Answer

A) True 
 B)False

Question 16

According to the text, in logistics, a "perfect order" occurs when:

Accepted Answer

A)  The Seven R Rule is satisfied
B)  A customer is successfully cross-selled
C)  Customer churn does not occur
D)  Clickstream is minimizedE) B) and C)
F) All of the above

Question 17

Some of the ways customers evaluate the customer service capabilities of an organization are through their experiences with human response call centers, automated response call centers, and consumer web sites.

Accepted Answer

A) True 
 B)False

Question 18

The objectives of any CRM initiative should be focused on what the company can reasonable achieve.

Accepted Answer

A) True 
 B)False

Question 19

Cross-selling is a term used when customers are sold additional products as the result of an initial purchase.

Accepted Answer

A) True 
 B)False

Question 20

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 communicationsE) B) and C)
F) None of the above

Exam 10: Customer Relationship Management

Segmenting customers on the basis of things like products purchased, sales history, demographic information, and desired product features can dilute the results of a CRM program; segmenting customers should be avoided.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Companies that provide on-demand applications are often referred to as data warehouses.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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:

Correct AnswerverifiedShow Answer

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:

Correct AnswerverifiedShow Answer

The objectives of any CRM initiative should be focused on what the company can reasonable achieve.

Correct AnswerverifiedShow Answer

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 completed eliminated from both e-mail and traditional mailing lists.

Correct AnswerverifiedShow Answer

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:

Correct AnswerverifiedShow Answer

According to the text, in logistics, a "perfect order" occurs when:

Correct AnswerverifiedShow Answer

You are a manager at Sunnydale Appliances.A customer who recently purchased a dishwasher contacts you with a problem and requests warranty information.According to the text, this is an example of:

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

According to the textbook, a performance measurement type for CRM would include:

Correct AnswerverifiedShow Answer

Some of the ways customers evaluate the customer service capabilities of an organization are through their experiences with human response call centers, automated response call centers, and consumer web sites.

Correct AnswerverifiedShow Answer

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:

Correct AnswerverifiedShow Answer

When integrating new CRM modules, it is important that compatible CRM modules are linked to a(n) :

Correct AnswerverifiedShow Answer

Your company's marketing efforts allow customers to "opt-out" of receiving email advertisers.This is referred to as:

Correct AnswerverifiedShow Answer

According to the textbook, which of the following statements is TRUE?

Correct AnswerverifiedShow Answer

Which of the following statements about consumer focused programs/initiatives is TRUE?

Correct AnswerverifiedShow Answer

Cross-selling is a term used when customers are sold additional products as the result of an initial purchase.

Correct AnswerverifiedShow Answer

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