Question 1

___________-office operations deal directly with the customers.

Accepted Answer

Front

Question 2

Back-office operations deal directly with the customer.

Accepted Answer

A) True 
 B)False  False

Question 3

Compare operational CRM and analytical CRM.

Accepted Answer

Operational CRM supports traditional transactional processing for day-to-day front-office operations or systems that deal directly with the customers.Analytical CRM supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers.The primary difference between operational CRM and analytical CRM is the direct interaction between the organization and its customers.

Question 4

What supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers?

Accepted Answer

A)  Analytical CRM 
B)  Operational CRM 
C)  Personalization 
D)  All of these 
A)  Analytical CRM 
B)  Operational CRM 
C)  Personalization 
D)  All of these

Question 5

What can analytical CRM modeling tools discover?

Accepted Answer

A)  Identify opportunities for expanding customer relationships. 
B)  Identify opportunities for cross-selling. 
C)  Identify opportunities for up-selling. 
D)  All of these. 
A)  Identify opportunities for expanding customer relationships. 
B)  Identify opportunities for cross-selling. 
C)  Identify opportunities for up-selling. 
D)  All of these.

Question 6

Who did Business 2.0 rank as number one in the top 50 people who matter most in business?

Accepted Answer

A)  Bill Gates 
B)  You - the business analyst 
C)  Michael Dell 
D)  You - the customer 
A)  Bill Gates 
B)  You - the business analyst 
C)  Michael Dell 
D)  You - the customer

Question 7

The Internet can completely replace the phone and face-to-face communications with customers.

Accepted Answer

A) True 
 B)False

Question 8

The business world is shifting from customer focus to product focus.

Accepted Answer

A) True 
 B)False

Question 9

Define the relationship between decision making and analytical CRM.

Accepted Answer

Analytical CRM solutions are designed to

Question 10

List and describe several benefits an organization can receive from CRM.

Accepted Answer

(1)Provide better customer service,(2)ma

Question 11

A customer strategy starts with understanding who the company's __________ are and how they help the company meet strategic goals.

Accepted Answer

The answer of A customer strategy starts with understanding who...

Question 12

Which of the following is not a CRM industry best practice?

Accepted Answer

A)  Define information needs and flows. 
B)  Build an integrated view of the customer. 
C)  Scalability for organizational growth. 
D)  Implement using the big-bang approach. 
A)  Define information needs and flows. 
B)  Build an integrated view of the customer. 
C)  Scalability for organizational growth. 
D)  Implement using the big-bang approach.

Question 13

___________ CRM supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers.

Accepted Answer

The answer of ___________ CRM supports back-office operations and strategic...

Question 14

CRM is a technology based on the premise that those organizations that understand the needs of individual customers are best positioned to achieve sustainable competitive advantage in the future.

Accepted Answer

A) True 
 B)False

Question 15

The primary difference between operational CRM and analytical CRM is the direct interaction between the organization and its suppliers.

Accepted Answer

A) True 
 B)False

Question 16

___________ CRM supports traditional transactional processing for day-to-day front-office operations or systems that deal directly with the customers.

Accepted Answer

The answer of ___________ CRM supports traditional transactional processing for...

Question 17

Which of the following is the first CRM implementation strategy?

Accepted Answer

A)  Define information needs and flows. 
B)  Build an integrated view of the customer. 
C)  Clearly communicate the CRM strategy. 
D)  Implement in iterations. 
A)  Define information needs and flows. 
B)  Build an integrated view of the customer. 
C)  Clearly communicate the CRM strategy. 
D)  Implement in iterations.

Question 18

CRM allows an organization to accomplish all of the following except:

Accepted Answer

A)  Provide better customer service. 
B)  Make call centers more efficient. 
C)  Complicate marketing and sales processes. 
D)  Help sales staff close deals faster. 
A)  Provide better customer service. 
B)  Make call centers more efficient. 
C)  Complicate marketing and sales processes. 
D)  Help sales staff close deals faster.

Question 19

Which of the following represents operational CRM?

Accepted Answer

A)  Supports traditional transactional processing. 
B)  Supports day-to-day front-office operations. 
C)  Supports operations that deal directly with the customers. 
D)  All of these. 
A)  Supports traditional transactional processing. 
B)  Supports day-to-day front-office operations. 
C)  Supports operations that deal directly with the customers. 
D)  All of these.

Exam 11: Building a Customer-Centric Organization-Customer Relationship Management

___________-office operations deal directly with the customers.

Back-office operations deal directly with the customer.

Compare operational CRM and analytical CRM.

What supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers?

What can analytical CRM modeling tools discover?

Who did Business 2.0 rank as number one in the top 50 people who matter most in business?

The Internet can completely replace the phone and face-to-face communications with customers.

The business world is shifting from customer focus to product focus.

Define the relationship between decision making and analytical CRM.

List and describe several benefits an organization can receive from CRM.

A customer strategy starts with understanding who the company's __________ are and how they help the company meet strategic goals.

Which of the following is not a CRM industry best practice?

___________ CRM supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers.

CRM is a technology based on the premise that those organizations that understand the needs of individual customers are best positioned to achieve sustainable competitive advantage in the future.

The primary difference between operational CRM and analytical CRM is the direct interaction between the organization and its suppliers.

___________ CRM supports traditional transactional processing for day-to-day front-office operations or systems that deal directly with the customers.

Which of the following is the first CRM implementation strategy?

CRM allows an organization to accomplish all of the following except:

Which of the following represents operational CRM?

Business Driven Technology

Identifying Competitive Advantages

Strategic Initiatives for Implementing Competitive Advantages

Measuring the Success of Strategic Initiatives

Organizational Structures That Support Strategic Initiatives

Valuing Organizational Information

Storing Organizational Information-Databases

Accessing Organizational Information-Data Warehouse

Enabling the Organization-Decision Making

Extending the Organization-Supply Chain Management

Integrating the Organization From End to End-Enterprise Resource Planning

Creating Innovative Organizations

Ebusiness

Creating Collaborative Partnerships

Integrating Wireless Technology in Business

Developing Software to Streamline Operations

Methodologies for Supporting Agile Organizations

Managing Organizational Projects

Developing a 21st-Century Organization

Business Basics

Business Process

Hardware and Software Basics

Mis Infrastructures

Networks and Telecommunications

Information Security

Ethics

Operations Management

Sustainable Mis Infrastructures

Business Intelligence

Global Information Systems

Global Trends

Filters