Question 1

The CRM macro processes are those that interface between the ________ and its __________in the supply chain.&#10;A)Consumer and Call Center&#10;B)Enterprise and Customers Downstream&#10;C)Consumer and Technology&#10;D)Service and Satisfaction&#10;

Accepted Answer

CRM macro processes between the enterprise and its customers downstream in the supply chain. The customer must be the starting point when trying to increase the supply chain surplus because all demand, and therefore revenue, ultimately comes from them.

Question 2

Which of the following is not considered an objective of CRM?&#10;A)To generate customer demand.&#10;B)To facilitate transmission.&#10;C)To track orders.&#10;D)All of the above&#10;

Accepted Answer

The goal of CRM is to generate customer demand and facilitate the transmission and tracking of orders. Weakness in the process may result in lost demand and a poor customer experience because orders are not processed and executed effectively.

Question 3

____________ is a key process under CRM which involves decisions regarding targeting customers.&#10;A)Marketing&#10;B)Campaigning&#10;C)Advertising&#10;D)Promotion&#10;

Accepted Answer

Marketing is a key process under CRM which involves decisions regarding targeting customers, including which customer to target, how to target him or her, what products to offer, how to price products, and how to efficiently manage the campaigns.

Question 4

The sell processes are focused on _________,which includes providing the sales force the ________ they need to make a sale.&#10;A)Planning; Data.&#10;B)Planning; Information.&#10;C)Sales; Marketing.&#10;D)Salesperson; Consumer.&#10;

Accepted Answer

The sell process is focused on planning and includes providing the sales force the information they need to make a sale, as well as executing the actual sale.

Question 5

The order management ties together ______ from the customers with ________ from the enterprise.&#10;A)Demand; supply&#10;B)Producer; demand&#10;C)CRM; SRM&#10;D)Demand; service&#10;

Accepted Answer

Order management is the process of managing customer orders by tying together demand from the customers with supply from the enterprise.

Question 6

What influence has the focus on CRM and SRM had on the business mindset?&#10;A)Lower costs.&#10;B)Greater integration.&#10;C)Shorter cycle times.&#10;D)Focus on bottom-line results.&#10;

Accepted Answer

The SRM includes processes that focus on the interaction between the enterprise and the suppliers that are upstream in the SCM. There is a very natural fit between SRM processes and CRM processes, as integrating supplier constraints is crucial when creating internal plans. Hence, CRM and SRM provide a greater integration of the business mindset.

Question 7

What role has technology played in CRM?&#10;A)It has made it easier for businesses to gather information on customer buying habits.&#10;B)It has spawned new software companies.&#10;C)It has changed the roles of participants.&#10;D)It has reduced the complexity of the supply chain.&#10;

Accepted Answer

CRM Implementation is the multitude of customer interfaces that a company has to manage in today's world. All of these are backed by upgraded and up to date systems that make it easier for the firm to gather information on customers and their buying habits.

Question 8

One of the most interesting aspects of CRM Implementation is:&#10;A)Call centers.&#10;B)Use of technology.&#10;C)Customer interfaces.&#10;D)Demand generation via technology.&#10;

Accepted Answer

One of the most interesting aspects of CRM Implementation is the multitude of customer interfaces that a company has to manage in the world of today. Until now, a company's direct interface with customers, if any, was mainly through salespeople or service agents.

Question 9

A CRM platform collects significant data input at each customer interface and simultaneously provides knowledge output about the ______________________________.&#10;A)Strategy and tactics suitable to win customer business and loyalty.&#10;B)Implementation of new ways to win more consumers.&#10;C)Both of these.&#10;D)None of these.&#10;

Accepted Answer

A CRM platform collects relevant data input at each customer interface and simultaneously provides knowledge output about the implementation, strategy, and tactics suitable to win customer business and loyalty. For instance, if call center personnel cannot identify and differentiate a high-value customer and do not know what to upsell or cross-sell to this customer, it could mean an incredible opportunity lost.

Question 10

Most CRM software solutions are based on relational databases that share customer information, but they still do not provide ___________.&#10;A)Knowledge output to the front-line personnel.&#10;B)Data of existing consumer demand.&#10;C)The satisfaction rate of the consumer.&#10;D)None of these.&#10;

Accepted Answer

Most CRM software solutions are based on relational databases that share customer information, but they still do not offer knowledge output to the front-line personnel. The CRM solutions' platform needs to be based on interactive technology and processes. It should support the company in developing and enhancing customer interactions and one-to-one marketing through the application of suitable intelligent agents that help develop the front-line relationship with customers.

Question 11

CRM is a process to sell a product or service by using:&#10;A)Economic inducement.&#10;B)Psychological inducement.&#10;C)Business inducement.&#10;D)Social inducement.&#10;

Accepted Answer

The answer of CRM is a process to sell a...

Question 12

CRM business drivers include which of the following factors?&#10;A)Inventory control.&#10;B)Increased revenues.&#10;C)Automation/productivity/efficiency.&#10;D)All of the above.&#10;

Accepted Answer

The answer of CRM business drivers include which of the...

Question 13

Analytical CRM supports consumer data for all of the following reasons EXCEPT:&#10;A)Design and implementation of targeted marketing campaigns to optimize marketing effectiveness.&#10;B)Measuring and optimizing customer relationships&#10;C)Distributing efficient and effective marketing, sales, and service through multi-networks and distribution.&#10;D)Data mining.&#10;

Accepted Answer

The answer of Analytical CRM supports consumer data for all...

Question 14

To implement CRM one needs to go through what process?&#10;A)Employee training.&#10;B)A modification of business processes based on customers' needs.&#10;C)An adoption of relevant IT systems.&#10;D)All of the above.&#10;

Accepted Answer

The answer of To implement CRM one needs to go...

Question 15

Customer Relationship Management depends on four primary aspects: people, process, information, and ________.&#10;A)Discovery&#10;B)Innovation&#10;C)Technology&#10;D)All of the given options&#10;

Accepted Answer

The answer of Customer Relationship Management depends on four primary...

Question 16

To ___________ is a human trait that is often needed to sharpen CRM and its processes.&#10;A)Predict&#10;B)Assume&#10;C)Forecast and foresee&#10;D)None of the above&#10;

Accepted Answer

The answer of To ___________ is a human trait that...

Question 17

Customer relationship management does not deal with which of the following?&#10;A)Policies development.&#10;B)Customer retention.&#10;C)Consumer expansion.&#10;D)Customer satisfaction.&#10;

Accepted Answer

The answer of Customer relationship management does not deal with...

Question 18

Both ________ and ________ depend on electronic data that has been collected about customers to build and manage relationships.&#10;A)CRM and e-CRM&#10;B)Customer and consumer&#10;C)Product and service&#10;D)Service and idea&#10;

Accepted Answer

The answer of Both ________ and ________ depend on electronic...

Question 19

The Four C's of CRM are Cost, Customer, Convenience, and __________.&#10;A)Compensation&#10;B)Connect/Communication&#10;C)Consumption&#10;D)None of the given options.&#10;

Accepted Answer

The answer of The Four C's of CRM are Cost,...

Question 20

Which of the following is NOT considered a common purpose of CRM?&#10;A)Better management of customers through the introduction of reliable systems and methods.&#10;B)Enabling organizations to service their existing customers more emphatically and forcefully.&#10;C)Providing demand forecast of consumers /purchasers.&#10;D)All of the above.&#10;

Accepted Answer

The answer of Which of the following is NOT considered...

Question 21

Collaborative CRM covers all the interactions with customers through _______.&#10;A)Partner Relationship Management (PRM)&#10;B)Customer Interaction Systems&#10;C)Producers and Consumers&#10;D)Communication Channels&#10;

Accepted Answer

The answer of Collaborative CRM covers all the interactions with...

Question 22

__________ provides services to customers throughout the process of buying goods or services and is/are also known as the primary link between a company and a consumer.&#10;A)Customer loyalty&#10;B)Customer satisfaction&#10;C)Customer call centers&#10;D)Customer retention&#10;

Accepted Answer

The answer of __________ provides services to customers throughout the...

Question 23

_____________ involves the area of customer service and support.&#10;A)Operational CRM&#10;B)Analytical CRM&#10;C)Collaborative CRM&#10;D)None of the Above&#10;

Accepted Answer

The answer of _____________ involves the area of customer service...

Deck 2: Customer Relationship Management