Question 1

One of the activities undertaken by hospitals to reduce their costs is

Accepted Answer

A) Renegotiating physicians' salaries 
B) Outsourcing support services 
C) Opening sick child care centers 
D) Reducing ICU beds 
A) Renegotiating physicians' salaries 
B) Outsourcing support services 
C) Opening sick child care centers 
D) Reducing ICU beds B

Question 2

A matrix structure organization is conducive to CRM.

Accepted Answer

A) True 
 B)False  True

Question 3

Separating the e-commerce business from the brick-and-mortar business can inhibit CRM. But organizations separated the two for all of the following reasons except

Accepted Answer

A) Identifying ROI on the e-commerce business to ensure it was profitable 
B) Perception that the two business were different 
C) Minimize their risk on e-commerce ventures 
D) The consumer would most likely favor e-commerce 
E) Different skill sets were required for each 
A) Identifying ROI on the e-commerce business to ensure it was profitable 
B) Perception that the two business were different 
C) Minimize their risk on e-commerce ventures 
D) The consumer would most likely favor e-commerce 
E) Different skill sets were required for each D

Question 4

Knowledge management should not be a priority for adoption as a CRM enabler if:

Accepted Answer

A) The organization is large with disparate information 
B) The organization is small with simple customer solutions 
C) There is high employee turnover 
D) The organization is decentralized 
E) If the product or service solution is complex 
A) The organization is large with disparate information 
B) The organization is small with simple customer solutions 
C) There is high employee turnover 
D) The organization is decentralized 
E) If the product or service solution is complex

Question 5

Outsourcing the call center function can enhance the CRM effort.

Accepted Answer

A) True 
 B)False

Question 6

A high-end retailer found that the following strategy worked in sustaining customer loyalty:

Accepted Answer

A) Increased sales commissions for its sales employees 
B) Reduced prices for its most loyal customers 
C) Provided its sales people with a customer identification system at POS 
D) Increased the number of sales people on the retail floor 
E) Provided team selling to their loyal customers 
A) Increased sales commissions for its sales employees 
B) Reduced prices for its most loyal customers 
C) Provided its sales people with a customer identification system at POS 
D) Increased the number of sales people on the retail floor 
E) Provided team selling to their loyal customers

Question 7

Culture characteristics that may lead to an optimal CRM initiative include all of the following except

Accepted Answer

A) Marketing-oriented environment 
B) Reward systems aligned with CRM strategy 
C) Leadership that recognizes technology as an enabler and not a solution 
D) Reward structure that favors adherence to hard standards 
E) Executives who get involved at the customer level 
A) Marketing-oriented environment 
B) Reward systems aligned with CRM strategy 
C) Leadership that recognizes technology as an enabler and not a solution 
D) Reward structure that favors adherence to hard standards 
E) Executives who get involved at the customer level

Question 8

Organizational and operational barriers between customer contact points and backend marketing analysts can inhibit CRM efforts

Accepted Answer

A) True 
 B)False

Question 9

The organization itself can be a key inhibitor to the success of a CRM initiative.

Accepted Answer

A) True 
 B)False

Question 10

Which of the following statements is the truest?

Accepted Answer

A) The lowest paid employees have the lowest impact on a CRM effort. 
B) Employees' ability to form and sustain relationships is important to CRM success. 
C) Workshops are a good way to get employee buy-in to a CRM initiative. 
D) CRM benefits to the employee should be communicated to the employee. 
E) All of the above are equal in importance 
A) The lowest paid employees have the lowest impact on a CRM effort. 
B) Employees' ability to form and sustain relationships is important to CRM success. 
C) Workshops are a good way to get employee buy-in to a CRM initiative. 
D) CRM benefits to the employee should be communicated to the employee. 
E) All of the above are equal in importance

Question 11

The more decentralized an organization's interactions, the greater the challenges may be with practicing CRM.

Accepted Answer

A) True 
 B)False

Question 12

Advantages related to CRM that large organizations have over small organizations include all of the following except

Accepted Answer

A) Large employee base 
B) Large amounts of customer information 
C) Technology economies of scale 
D) Greater financial resources 
E) Large product margins 
A) Large employee base 
B) Large amounts of customer information 
C) Technology economies of scale 
D) Greater financial resources 
E) Large product margins

Question 13

Approaches to get employees at all levels of the organization to buy-in to the CRM process include all of the following except

Accepted Answer

A) Implementation of an internal web site for testing employee knowledge of CRM. 
B) Ensuring that the employee reward structure is aligned with the CRM strategy. 
C) Train employees on customer selection methods. 
D) Identify skill gaps and find solutions to reduce or eliminate the gaps. 
E) Get employees involved early in the CRM planning process. 
A) Implementation of an internal web site for testing employee knowledge of CRM. 
B) Ensuring that the employee reward structure is aligned with the CRM strategy. 
C) Train employees on customer selection methods. 
D) Identify skill gaps and find solutions to reduce or eliminate the gaps. 
E) Get employees involved early in the CRM planning process.

Question 14

From the following list of possible organizational structures, the one most conducive to enabling CRM in a B2B environment is

Accepted Answer

A) Brand alignment 
B) Industry category 
C) Functional 
D) Account Management 
E) Geographic 
A) Brand alignment 
B) Industry category 
C) Functional 
D) Account Management 
E) Geographic

Question 15

Knowledge Management systems can be a key CRM enabler.

Accepted Answer

A) True 
 B)False

Question 16

A McKinsey research study in which leading CRM executives were interviewed, over 60 percent placed ______ as one of their top two challenges.

Accepted Answer

A) Technology 
B) The Organization 
C) The Competition 
D) Financial resources 
E) Operations 
A) Technology 
B) The Organization 
C) The Competition 
D) Financial resources 
E) Operations

Question 17

Customer centricity implies that all customer information is as complete, up-to-date, and accurate as possible.

Accepted Answer

A) True 
 B)False

Question 18

As part of its CRM initiative, the company must balance

Accepted Answer

A) Business profitability and strategic objectives, while building and maintaining customer loyalty 
B) Financial investments 
C) Technology resources 
D) Human resources 
E) Internal strategies and value chain member strategies 
A) Business profitability and strategic objectives, while building and maintaining customer loyalty 
B) Financial investments 
C) Technology resources 
D) Human resources 
E) Internal strategies and value chain member strategies

Question 19

From the following list of possible organizational structures, the one most conducive to inhibiting CRM is

Accepted Answer

A) Matrix 
B) Account Management 
C) Functional 
D) Industry Category 
E) Geographical 
A) Matrix 
B) Account Management 
C) Functional 
D) Industry Category 
E) Geographical

Question 20

From the following list of possible organizational structures, the one most conducive to enabling CRM is

Accepted Answer

A) Geographical 
B) Matrix 
C) Functional 
D) Brand Alignment 
E) Industry Category 
A) Geographical 
B) Matrix 
C) Functional 
D) Brand Alignment 
E) Industry Category

One of the activities undertaken by hospitals to reduce their costs is

A matrix structure organization is conducive to CRM.

Separating the e-commerce business from the brick-and-mortar business can inhibit CRM. But organizations separated the two for all of the following reasons except

Knowledge management should not be a priority for adoption as a CRM enabler if:

Outsourcing the call center function can enhance the CRM effort.

A high-end retailer found that the following strategy worked in sustaining customer loyalty:

Culture characteristics that may lead to an optimal CRM initiative include all of the following except

Organizational and operational barriers between customer contact points and backend marketing analysts can inhibit CRM efforts

The organization itself can be a key inhibitor to the success of a CRM initiative.

Which of the following statements is the truest?

The more decentralized an organization's interactions, the greater the challenges may be with practicing CRM.

Advantages related to CRM that large organizations have over small organizations include all of the following except

Approaches to get employees at all levels of the organization to buy-in to the CRM process include all of the following except

From the following list of possible organizational structures, the one most conducive to enabling CRM in a B2B environment is

Knowledge Management systems can be a key CRM enabler.

A McKinsey research study in which leading CRM executives were interviewed, over 60 percent placed ______ as one of their top two challenges.

Customer centricity implies that all customer information is as complete, up-to-date, and accurate as possible.

As part of its CRM initiative, the company must balance

From the following list of possible organizational structures, the one most conducive to inhibiting CRM is

From the following list of possible organizational structures, the one most conducive to enabling CRM is

Introduction to Customer Relationship Management

The History and Development of CRM

Relationship Marketing and CRM

CRM and Data Management

Technology and Data Platforms

Database and Customer Data Development

Business-To-Business CRM

Understanding the Customercompany Profit Chain: Satisfaction, Loyalty, Retention, and Profits

The CRM Strategy Cycle: Acquisition, Retention

Privacy and Ethics Considerations

CRM Program Measurement and Tools

Social Networking and CRM

CRM Trends, Challenges, and Opportunities

Filters

Exam 4: Organization and CRM

One of the activities undertaken by hospitals to reduce their costs is

A matrix structure organization is conducive to CRM.

Separating the e-commerce business from the brick-and-mortar business can inhibit CRM. But organizations separated the two for all of the following reasons except

Knowledge management should not be a priority for adoption as a CRM enabler if:

Outsourcing the call center function can enhance the CRM effort.

A high-end retailer found that the following strategy worked in sustaining customer loyalty:

Culture characteristics that may lead to an optimal CRM initiative include all of the following except

Organizational and operational barriers between customer contact points and backend marketing analysts can inhibit CRM efforts

The organization itself can be a key inhibitor to the success of a CRM initiative.

Which of the following statements is the truest?

The more decentralized an organization's interactions, the greater the challenges may be with practicing CRM.

Advantages related to CRM that large organizations have over small organizations include all of the following except

Approaches to get employees at all levels of the organization to buy-in to the CRM process include all of the following except

From the following list of possible organizational structures, the one most conducive to enabling CRM in a B2B environment is

Knowledge Management systems can be a key CRM enabler.

A McKinsey research study in which leading CRM executives were interviewed, over 60 percent placed ______ as one of their top two challenges.

Customer centricity implies that all customer information is as complete, up-to-date, and accurate as possible.

As part of its CRM initiative, the company must balance

From the following list of possible organizational structures, the one most conducive to inhibiting CRM is

From the following list of possible organizational structures, the one most conducive to enabling CRM is

Introduction to Customer Relationship Management

The History and Development of CRM

Relationship Marketing and CRM

CRM and Data Management

Technology and Data Platforms

Database and Customer Data Development

Business-To-Business CRM

Understanding the Customercompany Profit Chain: Satisfaction, Loyalty, Retention, and Profits

The CRM Strategy Cycle: Acquisition, Retention

Privacy and Ethics Considerations

CRM Program Measurement and Tools

Social Networking and CRM

CRM Trends, Challenges, and Opportunities

Filters