Question 1

Select the INCORRECT statement. Campaign management tools

Accepted Answer

A) were introduced to contain the growing costs associated with media buys. 
B) have basically become obsolete with the growth of e-business. 
C) enable companies to design and coordinate promotional programs. 
D) enable companies to forecast financial results. 
E) all of the above are true 
A) were introduced to contain the growing costs associated with media buys. 
B) have basically become obsolete with the growth of e-business. 
C) enable companies to design and coordinate promotional programs. 
D) enable companies to forecast financial results. 
E) all of the above are true

Question 2

CRM technology need not be expensive. Some systems can cost as little as $250.

Accepted Answer

A) True 
 B)False

Question 3

Which is FALSE?

Accepted Answer

A) CRM is applicable to all members in a vertically aligned network. 
B) CRM is applicable to all members in a valued added partnership. 
C) CRM has been expanded and is often referred to as PRM. 
D) Because CRM has its roots in SAP, employees are now considered part of the VAN. 
E) all of the above are true 
A) CRM is applicable to all members in a vertically aligned network. 
B) CRM is applicable to all members in a valued added partnership. 
C) CRM has been expanded and is often referred to as PRM. 
D) Because CRM has its roots in SAP, employees are now considered part of the VAN. 
E) all of the above are true

Question 4

Supply-chain partners should not be included in a company's CRM effort.

Accepted Answer

A) True 
 B)False

Question 5

Studies on CRM implementation have found

Accepted Answer

A) that the impact on customers is, in fact, greater than impact on employees. 
B) that 18 months is required on average for successful CRM implementation. 
C) that implementation is more successful when IT and business managers work together. 
D) that lead IT groups with a CRM focus lead to more efficient implementation when not encumbered by business managers who lack IT background. 
E) that the average amount spent on CRM systems for SMEs is $180,000. 
A) that the impact on customers is, in fact, greater than impact on employees. 
B) that 18 months is required on average for successful CRM implementation. 
C) that implementation is more successful when IT and business managers work together. 
D) that lead IT groups with a CRM focus lead to more efficient implementation when not encumbered by business managers who lack IT background. 
E) that the average amount spent on CRM systems for SMEs is $180,000.

Question 6

Which of the following CANNOT serve as an indicator of CRM effectiveness?

Accepted Answer

A) changes in revenue 
B) changes in margins 
C) change in hierarchy of origin 
D) change in customer satisfaction 
E) they can all serve as indicators of effectiveness 
A) changes in revenue 
B) changes in margins 
C) change in hierarchy of origin 
D) change in customer satisfaction 
E) they can all serve as indicators of effectiveness

Question 7

Relationship marketing means that companies should find ways to maintain relationships with all customers because all customers are valuable to a company.

Accepted Answer

A) True 
 B)False

Question 8

Customer database marketing is the same as individualized marketing.

Accepted Answer

A) True 
 B)False

Question 9

Database construction is

Accepted Answer

A) easiest for firms having infrequent interaction with their customers. 
B) easiest for firms having infrequent and indirect customer interaction. 
C) easiest for firms having frequent and direct customer interaction. 
D) most difficult for firms in VANS and PRMS. 
E) easiest for firms having data silos. 
A) easiest for firms having infrequent interaction with their customers. 
B) easiest for firms having infrequent and indirect customer interaction. 
C) easiest for firms having frequent and direct customer interaction. 
D) most difficult for firms in VANS and PRMS. 
E) easiest for firms having data silos.

Question 10

Roughly how many magazines and journals can now be found on-line?

Accepted Answer

A) 1500 
B) 5000 
C) 25000 
D) 100000 
E) Nearly one million 
A) 1500 
B) 5000 
C) 25000 
D) 100000 
E) Nearly one million

Question 11

Diffusion of personal computers enabling divisions to analyze their own customer data contributed to the growth of CRM.

Accepted Answer

A) True 
 B)False

Question 12

Top management is often to blame for a company's lack of success with their CRM system.

Accepted Answer

A) True 
 B)False

Question 13

Studies of CRM implementation have found that the impact on customers is, in fact, greater than the impact on employees.

Accepted Answer

A) True 
 B)False

Question 14

Technology-enabled marketing, dialogue marketing and interactive marketing are all examples of customer database marketing.

Accepted Answer

A) True 
 B)False

Question 15

CRM was aided by the media which continued to become more and more centralized enabling companies to effectively and efficiently reach customers.

Accepted Answer

A) True 
 B)False

Question 16

With respect to CRM systems

Accepted Answer

A) technical integration leads to performance integration. 
B) CRM systems should benefit marketing, sales, customer service, advertising, IT, and many other departments. 
C) the "big-bang" approach has proven more successful than a piece-meal approach. 
D) cost-benefit analysis is not needed since implementation has shown benefits always outweigh costs.the "big-bang" approach has proven more successful than a piece-meal approach. 
E) both B and D are correct 
A) technical integration leads to performance integration. 
B) CRM systems should benefit marketing, sales, customer service, advertising, IT, and many other departments. 
C) the "big-bang" approach has proven more successful than a piece-meal approach. 
D) cost-benefit analysis is not needed since implementation has shown benefits always outweigh costs.the "big-bang" approach has proven more successful than a piece-meal approach. 
E) both B and D are correct

Question 17

Which of the following is NOT a barrier to effective CRM installation

Accepted Answer

A) a large number of stakeholders are involved 
B) structural changes involved 
C) executive concerns about payback 
D) skeptical salespeople 
E) companies focus on individuals as opposed to the mass market 
A) a large number of stakeholders are involved 
B) structural changes involved 
C) executive concerns about payback 
D) skeptical salespeople 
E) companies focus on individuals as opposed to the mass market

Question 18

Which was NOT a force that drove marketers to begin focusing on customer relationships?

Accepted Answer

A) Technological advances in IT enabled companies to record transaction details. 
B) Technological advances enabled companies to enter into dialogue with customers. 
C) Direct marketing efforts enabled companies to enter into one-on-one relationships with their customers. 
D) The creation of functional information silos enabled smooth data transfers within any organization. 
E) Consultants pointed out that customer retention was the key to corporate profitability. 
A) Technological advances in IT enabled companies to record transaction details. 
B) Technological advances enabled companies to enter into dialogue with customers. 
C) Direct marketing efforts enabled companies to enter into one-on-one relationships with their customers. 
D) The creation of functional information silos enabled smooth data transfers within any organization. 
E) Consultants pointed out that customer retention was the key to corporate profitability.

Question 19

CRM is applicable to all members in a vertically aligned network.

Accepted Answer

A) True 
 B)False

Question 20

Which was NOT a root cause of CRM?

Accepted Answer

A) sales force automation tools captured customer and prospect information 
B) campaign management tools helped contained excessive mass marketing costs 
C) channel integration techniques gathered customer information from all touch points 
D) diffusion of personal computers enabled divisions to analyze their own customer data 
E) all of the above 
A) sales force automation tools captured customer and prospect information 
B) campaign management tools helped contained excessive mass marketing costs 
C) channel integration techniques gathered customer information from all touch points 
D) diffusion of personal computers enabled divisions to analyze their own customer data 
E) all of the above

Select the INCORRECT statement. Campaign management tools

CRM technology need not be expensive. Some systems can cost as little as $250.

Which is FALSE?

Supply-chain partners should not be included in a company's CRM effort.

Studies on CRM implementation have found

Which of the following CANNOT serve as an indicator of CRM effectiveness?

Relationship marketing means that companies should find ways to maintain relationships with all customers because all customers are valuable to a company.

Customer database marketing is the same as individualized marketing.

Database construction is

Roughly how many magazines and journals can now be found on-line?

Diffusion of personal computers enabling divisions to analyze their own customer data contributed to the growth of CRM.

Top management is often to blame for a company's lack of success with their CRM system.

Studies of CRM implementation have found that the impact on customers is, in fact, greater than the impact on employees.

Technology-enabled marketing, dialogue marketing and interactive marketing are all examples of customer database marketing.

CRM was aided by the media which continued to become more and more centralized enabling companies to effectively and efficiently reach customers.

With respect to CRM systems

Which of the following is NOT a barrier to effective CRM installation

Which was NOT a force that drove marketers to begin focusing on customer relationships?

CRM is applicable to all members in a vertically aligned network.

Which was NOT a root cause of CRM?

Introduction to Customer Relationship Management

Relationship Marketing and CRM

Organization 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 2: The History and Development of CRM

Select the INCORRECT statement. Campaign management tools

CRM technology need not be expensive. Some systems can cost as little as $250.

Which is FALSE?

Supply-chain partners should not be included in a company's CRM effort.

Studies on CRM implementation have found

Which of the following CANNOT serve as an indicator of CRM effectiveness?

Relationship marketing means that companies should find ways to maintain relationships with all customers because all customers are valuable to a company.

Customer database marketing is the same as individualized marketing.

Database construction is

Roughly how many magazines and journals can now be found on-line?

Diffusion of personal computers enabling divisions to analyze their own customer data contributed to the growth of CRM.

Top management is often to blame for a company's lack of success with their CRM system.

Studies of CRM implementation have found that the impact on customers is, in fact, greater than the impact on employees.

Technology-enabled marketing, dialogue marketing and interactive marketing are all examples of customer database marketing.

CRM was aided by the media which continued to become more and more centralized enabling companies to effectively and efficiently reach customers.

With respect to CRM systems

Which of the following is NOT a barrier to effective CRM installation

Which was NOT a force that drove marketers to begin focusing on customer relationships?

CRM is applicable to all members in a vertically aligned network.

Which was NOT a root cause of CRM?

Introduction to Customer Relationship Management

Relationship Marketing and CRM

Organization 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