Question 1

The strongest relationship a company can have with its customer is not an acquaintance relationship, but rather a friendly relationship.

Accepted Answer

A) True 
 B)False  False

Question 2

Customization

Accepted Answer

A) exists when a company's promotional offer matches the customer's needs exactly. 
B) is personalization on a one-on-one basis. 
C) is mass production under the guise of personalization. 
D) exists when a manufacturer designs a product of website to suit a customer's individualized needs. 
E) is all of the above 
A) exists when a company's promotional offer matches the customer's needs exactly. 
B) is personalization on a one-on-one basis. 
C) is mass production under the guise of personalization. 
D) exists when a manufacturer designs a product of website to suit a customer's individualized needs. 
E) is all of the above D

Question 3

CRM is basically marketing-department based.

Accepted Answer

A) True 
 B)False  False

Question 4

Multichannel Integration involves the integration of all of these except which of the following?

Accepted Answer

A) sales personnel 
B) outlets 
C) customer contact centers 
D) direct marketing 
E) tripartite relationships 
A) sales personnel 
B) outlets 
C) customer contact centers 
D) direct marketing 
E) tripartite relationships

Question 5

RFM stands for

Accepted Answer

A) reach and frequency per thousand 
B) recency, frequency, and monetary value 
C) renewed and focused management 
D) regain, finance, manage 
E) reach, finance, management 
A) reach and frequency per thousand 
B) recency, frequency, and monetary value 
C) renewed and focused management 
D) regain, finance, manage 
E) reach, finance, management

Question 6

With SaaS, the database and applications are hosted as a service over the Internet by a service provider.

Accepted Answer

A) True 
 B)False

Question 7

What is the CRM "Ecosystem"?

Accepted Answer

A) green marketing 
B) a privacy-oriented company, plus its data warehouse 
C) integration of back-office and front-office through data exchange, systems, and business processes 
D) the network of prospects, customers, CCC personnel, and data 
E) company-customer relationships through the customer life cycle 
A) green marketing 
B) a privacy-oriented company, plus its data warehouse 
C) integration of back-office and front-office through data exchange, systems, and business processes 
D) the network of prospects, customers, CCC personnel, and data 
E) company-customer relationships through the customer life cycle

Question 8

A touch point is any point of contact that a customer or prospect has with the company. Which of the following is an example?

Accepted Answer

A) an inquiry over the phone 
B) face-to-face interaction with a store clerk 
C) interaction with an ATM 
D) company contact via a website 
E) all are examples 
A) an inquiry over the phone 
B) face-to-face interaction with a store clerk 
C) interaction with an ATM 
D) company contact via a website 
E) all are examples

Question 9

When a customer "opts-in," she is allowing all but which of the following?

Accepted Answer

A) To let the organization market to her. 
B) To let the organization use personal data to learn more about her. 
C) To let the company sell her data to someone else for similar efforts. 
D) To let the company use her testimonials in print advertising. 
E) To let her behavior tracked. 
A) To let the organization market to her. 
B) To let the organization use personal data to learn more about her. 
C) To let the company sell her data to someone else for similar efforts. 
D) To let the company use her testimonials in print advertising. 
E) To let her behavior tracked.

Question 10

The value that can be computed for a lost customer after a company recaptures or regains them is referred to as which of the following?

Accepted Answer

A) SLTV 
B) opting-in value 
C) opt-out regain 
D) second opt-in 
E) none of the above 
A) SLTV 
B) opting-in value 
C) opt-out regain 
D) second opt-in 
E) none of the above

Question 11

Company touch points generally do not include customer contact via Facebook, Linkedin or Twitter.

Accepted Answer

A) True 
 B)False

Question 12

Acquaintance relationships are

Accepted Answer

A) based on satisfaction. 
B) based on above-parity products and services. 
C) expected in value added partnerships 
D) typical in value added networks 
E) all of the above 
A) based on satisfaction. 
B) based on above-parity products and services. 
C) expected in value added partnerships 
D) typical in value added networks 
E) all of the above

Question 13

One could think of CRM as uniting relationship marketing strategies with IT.

Accepted Answer

A) True 
 B)False

Question 14

Which is not a reason that buyers purchase CRM Systems?

Accepted Answer

A) to retain customers 
B) to enhance the buying experience for customers 
C) to encourage development of customer communities 
D) to encourage the development of social networks 
E) to create functional silos for customer data transactions 
A) to retain customers 
B) to enhance the buying experience for customers 
C) to encourage development of customer communities 
D) to encourage the development of social networks 
E) to create functional silos for customer data transactions

Question 15

Customer Relationship Management can apply to which of the following?

Accepted Answer

A) distributors 
B) dealers 
C) lateral partners 
D) final customers 
E) all of the above 
A) distributors 
B) dealers 
C) lateral partners 
D) final customers 
E) all of the above

Question 16

Companies are finally able to be more productive in their mass media advertising and promotion thanks to the strategies imbued in CRM.

Accepted Answer

A) True 
 B)False

Question 17

Customer Lifetime Value is the introduction, growth, maturity, decline, and abandonment of the customer's life with the company.

Accepted Answer

A) True 
 B)False

Question 18

SKEW is

Accepted Answer

A) the opposite of a normal curve of customer revenue 
B) a stock keeping item measure 
C) whether customer value varies or not 
D) the newest type of ERP software, enabling firms to compute the present value of future inventory for the first time 
E) RFM in B2C environment 
A) the opposite of a normal curve of customer revenue 
B) a stock keeping item measure 
C) whether customer value varies or not 
D) the newest type of ERP software, enabling firms to compute the present value of future inventory for the first time 
E) RFM in B2C environment

Question 19

There is no need to conduct performance assessment of CRM efforts. Companies should concentrate on doing it well and the rest will take care of itself.

Accepted Answer

A) True 
 B)False

Question 20

Customer Lifetime Value is

Accepted Answer

A) introduction, growth, maturity, decline, and abandonment of the customer life cycle 
B) product life cycle analysis in customer terms. 
C) a customer's total income minus disposable income spent on a company's offerings. 
D) the net present value of future profits to be received from a customer during a specified period of years. 
E) none of the above 
A) introduction, growth, maturity, decline, and abandonment of the customer life cycle 
B) product life cycle analysis in customer terms. 
C) a customer's total income minus disposable income spent on a company's offerings. 
D) the net present value of future profits to be received from a customer during a specified period of years. 
E) none of the above

The strongest relationship a company can have with its customer is not an acquaintance relationship, but rather a friendly relationship.

Customization

CRM is basically marketing-department based.

Multichannel Integration involves the integration of all of these except which of the following?

RFM stands for

With SaaS, the database and applications are hosted as a service over the Internet by a service provider.

What is the CRM "Ecosystem"?

A touch point is any point of contact that a customer or prospect has with the company. Which of the following is an example?

When a customer "opts-in," she is allowing all but which of the following?

The value that can be computed for a lost customer after a company recaptures or regains them is referred to as which of the following?

Company touch points generally do not include customer contact via Facebook, Linkedin or Twitter.

Acquaintance relationships are

One could think of CRM as uniting relationship marketing strategies with IT.

Which is not a reason that buyers purchase CRM Systems?

Customer Relationship Management can apply to which of the following?

Companies are finally able to be more productive in their mass media advertising and promotion thanks to the strategies imbued in CRM.

Customer Lifetime Value is the introduction, growth, maturity, decline, and abandonment of the customer's life with the company.

SKEW is

There is no need to conduct performance assessment of CRM efforts. Companies should concentrate on doing it well and the rest will take care of itself.

Customer Lifetime Value is

The History and Development of CRM

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 1: Introduction to Customer Relationship Management

The strongest relationship a company can have with its customer is not an acquaintance relationship, but rather a friendly relationship.

Customization

CRM is basically marketing-department based.

Multichannel Integration involves the integration of all of these except which of the following?

RFM stands for

With SaaS, the database and applications are hosted as a service over the Internet by a service provider.

What is the CRM "Ecosystem"?

A touch point is any point of contact that a customer or prospect has with the company. Which of the following is an example?

When a customer "opts-in," she is allowing all but which of the following?

The value that can be computed for a lost customer after a company recaptures or regains them is referred to as which of the following?

Company touch points generally do not include customer contact via Facebook, Linkedin or Twitter.

Acquaintance relationships are

One could think of CRM as uniting relationship marketing strategies with IT.

Which is not a reason that buyers purchase CRM Systems?

Customer Relationship Management can apply to which of the following?

Companies are finally able to be more productive in their mass media advertising and promotion thanks to the strategies imbued in CRM.

Customer Lifetime Value is the introduction, growth, maturity, decline, and abandonment of the customer's life with the company.

SKEW is

There is no need to conduct performance assessment of CRM efforts. Companies should concentrate on doing it well and the rest will take care of itself.

Customer Lifetime Value is

The History and Development of CRM

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