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WorksheetsChapter 10: Customer Relationship Management
Total questions: 25
Worksheet time: 12mins
CRM allows an organization to accomplish all of the following, except:
A) Provide better customer service
B) Make call centers more efficient
C) Complicate marketing and sales processes
D) Help sales staff close deals faster
What helps an organization identify its customers across applications?
A. Predicting
B. Processing
C. Analyzing
D. Reporting
Which question below represents an analyzing question?
A. What is the total revenue by product?
B. Why did sales not meet forecasts?
C. What is the total revenue by customer?
D. All of the above
Which of the following is not one of the three phases in the evolution of CRM?
A. Reporting
B. Analyzing
C. Processing
D. Predicting
What helps an organization identify its customers across applications?
A. CRM reporting technologies
B. CRM analyzing technologies
C. CRM processing technologies
D. CRM predicting technologies
What is an organization performing when it asks questions such as “why was customer revenue so high”?
A. CRM reporting technologies
B. CRM analyzing technologies
C. CRM processing technologies
D. CRM predicting technologies
What is an organization performing when it asks questions such as “which customers are at risk of leaving”?
A. CRM reporting technologies
B. CRM analyzing technologies
C. CRM processing technologies
D. CRM predicting technologies
Which question below represents a CRM reporting technology example?
A. Why did sales not meet forecasts?
B. What customers are at risk of leaving?
C. What is the total revenue by customer?
D. All of the above
Which question below represents a CRM analyzing technology question?
A. Why did sales not meet forecasts?
B. What customers are at risk of leaving?
C. What is the total revenue by customer?
D. All of the above
Which question below represents a CRM predicting technology question?
A. Why did sales not meet forecasts?
B. What customers are at risk of leaving?
C. What is the total revenue by customer?
D. All of the above
What is the top CRM business driver?
A) Inventory control
B) Increase revenues
C) Competitive advantage
D) Automation/productivity/efficiency
Which of the following is not one of the CRM business drivers?
A) Inventory control
B) Increase revenues
C) Accountability
D) Automation/productivity/efficiency
Which of the following represents operational CRM?
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 the above
What supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers?
A) Analytical CRM
B) Operational CRM
C) Personalization
D) All of the above
Which of the following is the first CRM implementation strategy?
A) Define information needs and flows
B) Build an integrated view of the customer
C) Clearly communicate the CRM strategy
D) Implement in iterations
Which of the following is not a CRM industry best practice?
A) Define information needs and flows
B) Build an integrated view of the customer
C) Scalability for organizational growth
D) Implement in the big bang approach
RFM stands for Regency, Frequency, and Monetary.
True
False
The evolution of CRM is reporting, analyzing, and predicting
True
False
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.
True
False
The business world is shifting from customer focus to product focus.
True
False
The Internet can completely replace the phone and face-to-face communications with customers.
True
False
The primary difference between operational CRM and analytical CRM is the direct interaction between the organization and its suppliers.
True
False
Back-office operations deal directly with the customer.
True
False
The three phases of CRM include (1) reporting, (2) (a) , and (3) predicting.
A customer strategy starts with understanding who the company’s (a) are and how they help the company meet strategic goals.
