Question 1

How is advancing technology affecting CRM?

Accepted Answer

Advancing technology has improved customer segmentation, automated customer communication, and improved customer analytics.

Question 2

Please list three providers of server-based CRM systems.

Accepted Answer

The following companies are providers of server-based CRM software: SAS, SAP, and Oracle.

Question 3

According to industry experts, businesses are only successful in predicting customer purchase behavior 90% of the time, justifying the investment in having a CRM system.

Accepted Answer

A) True 
 B)False  False

Question 4

In the future, CRM will be expected to directly make a significant contribution in all but one of the following:

Accepted Answer

A)  More precise targeting 
B)  Superior forecasting 
C)  Employee productivity 
D)  Organizational structure 
E)  Financial staffing decisions 
A)  More precise targeting 
B)  Superior forecasting 
C)  Employee productivity 
D)  Organizational structure 
E)  Financial staffing decisions

Question 5

What percentage of billion dollar companies report using Customer Relationship Management?

Accepted Answer

A)  20% 
B)  30% 
C)  40% 
D)  50% 
E)  60% 
A)  20% 
B)  30% 
C)  40% 
D)  50% 
E)  60%

Question 6

The current market for on-demand CRM is

Accepted Answer

A)  Small-office, home-office customers 
B)  Small companies with sales volume under $100,000,000 
C)  Medium-sized companies between $100 and $900,000,000, 
D)  Enterprises 100,000,000,000 plus 
E)  Answers B and C. 
A)  Small-office, home-office customers 
B)  Small companies with sales volume under $100,000,000 
C)  Medium-sized companies between $100 and $900,000,000, 
D)  Enterprises 100,000,000,000 plus 
E)  Answers B and C.

Question 7

What impact will Radio Frequency Identification (RFID) tagging and improvedhousehold coding have on marketing's ability to learn more about B2B and B2Cmarketing programs?

Accepted Answer

Expedient analysis will provid

Question 8

A new generation of software has been developed to evaluate sales forceperformance. This software will help sales managers with the all but one of thefollowing tasks:

Accepted Answer

A)  KPIs 
B)  Sales coaching 
C)  Sales training 
D)  Human resource reviews 
E)  This new software assists all of the above. 
A)  KPIs 
B)  Sales coaching 
C)  Sales training 
D)  Human resource reviews 
E)  This new software assists all of the above.

Question 9

In order to be successful in the future how does corporate culture have to change?

Accepted Answer

For CRM to be more effective in the futu

Question 10

Server-based CRM systems offer customization and functionality as their most beneficial features.

Accepted Answer

A) True 
 B)False

Question 11

The problem with CRM forecasting is the result of

Accepted Answer

A)  Lack of input from sales representatives 
B)  Limitations of the mathematical methods used in interpreting data 
C)  Improper use of metrics 
D)  Irregular evaluation cycles 
E)  All of the above apply. 
A)  Lack of input from sales representatives 
B)  Limitations of the mathematical methods used in interpreting data 
C)  Improper use of metrics 
D)  Irregular evaluation cycles 
E)  All of the above apply.

Question 12

Companies with CRM systems are currently confused regarding new needs foraccount management within sales organizations.

Accepted Answer

A) True 
 B)False

Question 13

Using the CRM system's planning tools, managers can review results with their direct reports and create unique plans for each salesperson's progress.

Accepted Answer

A) True 
 B)False

Question 14

What will higher CRM system usage rates mean for salespeople?

Accepted Answer

Higher system utilization rates, based o

Question 15

Please list three providers of on-demand CRM systems.

Accepted Answer

The following companies are pr

Question 16

In the market share war between the on-demand and server-based systems, how much sales volume is at stake?

Accepted Answer

A)  Thousands 
B)  Hundreds of thousands 
C)  Millions 
D)  Hundreds of millions 
E)  Billions 
A)  Thousands 
B)  Hundreds of thousands 
C)  Millions 
D)  Hundreds of millions 
E)  Billions

Question 17

Data security is a benefit of server-based CRM applications versus on-demand models.

Accepted Answer

A) True 
 B)False

Question 18

Sales departments are having a _________ with sales _______ requiring _________ models to be evaluated.

Accepted Answer

A)  difficult time/coverage/territory coverage 
B)  no problem/plans/ no new national 
C)  difficult time/ coverage/ national account 
D)  a challenging time/ planning/ new national planning 
E)  None of the above apply. 
A)  difficult time/coverage/territory coverage 
B)  no problem/plans/ no new national 
C)  difficult time/ coverage/ national account 
D)  a challenging time/ planning/ new national planning 
E)  None of the above apply.

Question 19

Which organizational groups in a corporation are thought of as gold mines for future sales professionals?

Accepted Answer

The customer service and techn

Question 20

The authors believe that the use of CRM from a managerial and diagnosticperspective will improve significantly in the future. As a result the following is likely to occur:

Accepted Answer

A)  Companies will understand their businesses better and use CRM more effectively. 
B)  CRM will become personally valuable to sales and marketing professionals. 
C)  CRM will add significant value in building customer relationships. 
D)  A new generation of business professional will realize the potential for business improvement through CRM. 
E)  All of the above are expected to become true. 
A)  Companies will understand their businesses better and use CRM more effectively. 
B)  CRM will become personally valuable to sales and marketing professionals. 
C)  CRM will add significant value in building customer relationships. 
D)  A new generation of business professional will realize the potential for business improvement through CRM. 
E)  All of the above are expected to become true.

How is advancing technology affecting CRM?

Please list three providers of server-based CRM systems.

According to industry experts, businesses are only successful in predicting customer purchase behavior 90% of the time, justifying the investment in having a CRM system.

In the future, CRM will be expected to directly make a significant contribution in all but one of the following:

What percentage of billion dollar companies report using Customer Relationship Management?

The current market for on-demand CRM is

What impact will Radio Frequency Identification (RFID) tagging and improvedhousehold coding have on marketing's ability to learn more about B2B and B2Cmarketing programs?

A new generation of software has been developed to evaluate sales forceperformance. This software will help sales managers with the all but one of thefollowing tasks:

In order to be successful in the future how does corporate culture have to change?

Server-based CRM systems offer customization and functionality as their most beneficial features.

The problem with CRM forecasting is the result of

Companies with CRM systems are currently confused regarding new needs foraccount management within sales organizations.

Using the CRM system's planning tools, managers can review results with their direct reports and create unique plans for each salesperson's progress.

What will higher CRM system usage rates mean for salespeople?

Please list three providers of on-demand CRM systems.

In the market share war between the on-demand and server-based systems, how much sales volume is at stake?

Data security is a benefit of server-based CRM applications versus on-demand models.

Sales departments are having a _____ with sales _ requiring _______ models to be evaluated.

Which organizational groups in a corporation are thought of as gold mines for future sales professionals?

The authors believe that the use of CRM from a managerial and diagnosticperspective will improve significantly in the future. As a result the following is likely to occur:

Principles of CRM

History and Development of CRM

Relationship Marketing and Customer Relationship Management

Organization and CRM

CRM and Data Management

Technology and Data Platforms

Database and Customer Data Development

Sales Strategy and CRM

CRM, Technology, and Sales

Marketing Strategy and CRM

CRM, Marketing Automation, and Communication

CRM Program Measurement and Tools

Privacy and Ethics Considerations

Filters

Exam 14: The Future of CRM

How is advancing technology affecting CRM?

Please list three providers of server-based CRM systems.

According to industry experts, businesses are only successful in predicting customer purchase behavior 90% of the time, justifying the investment in having a CRM system.

In the future, CRM will be expected to directly make a significant contribution in all but one of the following:

What percentage of billion dollar companies report using Customer Relationship Management?

The current market for on-demand CRM is

What impact will Radio Frequency Identification (RFID) tagging and improvedhousehold coding have on marketing's ability to learn more about B2B and B2Cmarketing programs?

A new generation of software has been developed to evaluate sales forceperformance. This software will help sales managers with the all but one of thefollowing tasks:

In order to be successful in the future how does corporate culture have to change?

Server-based CRM systems offer customization and functionality as their most beneficial features.

The problem with CRM forecasting is the result of

Companies with CRM systems are currently confused regarding new needs foraccount management within sales organizations.

Using the CRM system's planning tools, managers can review results with their direct reports and create unique plans for each salesperson's progress.

What will higher CRM system usage rates mean for salespeople?

Please list three providers of on-demand CRM systems.

In the market share war between the on-demand and server-based systems, how much sales volume is at stake?

Data security is a benefit of server-based CRM applications versus on-demand models.

Sales departments are having a _________ with sales _______ requiring _________ models to be evaluated.

Which organizational groups in a corporation are thought of as gold mines for future sales professionals?

The authors believe that the use of CRM from a managerial and diagnosticperspective will improve significantly in the future. As a result the following is likely to occur:

Principles of CRM

History and Development of CRM

Relationship Marketing and Customer Relationship Management

Organization and CRM

CRM and Data Management

Technology and Data Platforms

Database and Customer Data Development

Sales Strategy and CRM

CRM, Technology, and Sales

Marketing Strategy and CRM

CRM, Marketing Automation, and Communication

CRM Program Measurement and Tools

Privacy and Ethics Considerations

Filters

Sales departments are having a _____ with sales _ requiring _______ models to be evaluated.