Question 1

Splitting linkage and non-linkage data is a complex task.

Accepted Answer

A) True 
 B)False

Question 2

Within the context of record linkage, the total number of linked pairs divided by the total number of true match record pairs is the

Accepted Answer

A) Overall match rate 
B) Specificity 
C) Positive predictive value 
D) Linkage precision rate 
E) True match

Question 3

Non-linkage information would probably include:

Accepted Answer

A) Sequence # 
B) Prior address 
C) Work email address 
D) State of residence 
E) Last name

Question 4

Address correction processing would probably:

Accepted Answer

A) Add the correct zip code 
B) Change the city, state, and ZIP code for a specific transaction 
C) Change the last name of a customer 
D) Add a missing phone number 
E) Suppress invalid addresses

Question 5

Outsourcing the call center function can enhance the CRM effort.

Accepted Answer

A) True 
 B)False

Question 6

Which of the following statements is most true regarding a business rule priority setting table:

Accepted Answer

A) Only purchase transaction variables need to be included in the table. 
B) These tables cannot be created for business customers due to complexity. 
C) Only demographic variables should be included in the table. 
D) Priority is set by touch point. 
E) Priority tables are not needed if there are only two points of customer interaction.

Question 7

Enabling relevant information to flow freely throughout an organization to the point of the interaction is a goal of:

Accepted Answer

A) Householding 
B) Customer interaction management 
C) Customer Data Integration 
D) Interaction application development 
E) Data standardization

Question 8

All points of customer and business user interaction that determine the nature of the relationship must have access to relevant customer data.

Accepted Answer

A) True 
 B)False

Question 9

Each individual in a household is assigned the same individual identification.

Accepted Answer

A) True 
 B)False

Question 10

CDI is based on the following components:

Accepted Answer

A) Data latency and a reference database 
B) Reference database, enabling technology and corporate-wide adoption of both the reference database and technology 
C) Address standardization, postal processing, and a reference database 
D) Enabling technology and a reference database 
E) Interaction applications, reference database, and enabling technology

Question 11

A reference database can be considered a component of CDI.

Accepted Answer

A) True 
 B)False

Question 12

Construction of a database is the first step in the CDI process.

Accepted Answer

A) True 
 B)False

Question 13

All of the following are CDI requirements except for:

Accepted Answer

A) Distribution of data from its source to all points of interaction must be standardized 
B) All databases must capture and store data the same way. 
C) All interaction points must have access to relevant data. 
D) All decision-dependent data needs to be delivered to all respective points of interaction 
E) All data must be consistent and accurate.

Question 14

The digital age has introduced a more discerning customer who expects much more from their interactions with a business.

Accepted Answer

A) True 
 B)False

Question 15

To enable CRM effectively, disparate customer data must be integrated into a cohesive information flow so that all data can be available during a customer interaction.

Accepted Answer

A) True 
 B)False

Question 16

Linkage information components would probably not include:

Accepted Answer

A) Product purchased 
B) Home phone number 
C) Email address 
D) First name 
E) Work phone number

Question 17

The success of a business-customer relationship is determined by:

Accepted Answer

A) The quality of the telephone conversation 
B) The efficiency of direct mail 
C) The efficiency of a web transaction 
D) The quality of the interactions 
E) A pleasant salesperson

Question 18

Data latency means that all relevant customer data is available at all required customer interaction touch points.

Accepted Answer

A) True 
 B)False

Question 19

Which of the following CDI step sequences is correct?

Accepted Answer

A) Linkage identification, enhancement, suppression 
B) Collection rules, collection definitions, touch point identification 
C) Touch point identification, collection rules, collection definitions 
D) Linkage identification, postal, correction 
E) Correction standardization, linkage identification

Question 20

Processing large volumes of data through typical batch processes can result in:

Accepted Answer

A) Inconsistent data 
B) Data duplication 
C) Inaccurate data 
D) Data latency 
E) Consistent data

Exam 5: CRM and Data Management

Splitting linkage and non-linkage data is a complex task.

Within the context of record linkage, the total number of linked pairs divided by the total number of true match record pairs is the

Non-linkage information would probably include:

Address correction processing would probably:

Outsourcing the call center function can enhance the CRM effort.

Which of the following statements is most true regarding a business rule priority setting table:

Enabling relevant information to flow freely throughout an organization to the point of the interaction is a goal of:

All points of customer and business user interaction that determine the nature of the relationship must have access to relevant customer data.

Each individual in a household is assigned the same individual identification.

CDI is based on the following components:

A reference database can be considered a component of CDI.

Construction of a database is the first step in the CDI process.

All of the following are CDI requirements except for:

The digital age has introduced a more discerning customer who expects much more from their interactions with a business.

To enable CRM effectively, disparate customer data must be integrated into a cohesive information flow so that all data can be available during a customer interaction.

Linkage information components would probably not include:

The success of a business-customer relationship is determined by:

Data latency means that all relevant customer data is available at all required customer interaction touch points.

Which of the following CDI step sequences is correct?

Processing large volumes of data through typical batch processes can result in: