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1
What made-to-order views can analytical CRM tools slice-and-dice customer information into?
A)Customer value
B)Customer spending
C)Customer segmentation
D)All of the above
2
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
3
Which company, in the text, turned brand loyalty into brand relationships by using the vast amounts of information it collected to better understand customers' needs and expectations?
A)The New York Times
B)The New York Knicks
C)Brother International Corporation
D)1-800-Flowers.com
4
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
5
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
6
What is the primary difference between contact management and opportunity management?
A)Contact management deals with new customers, opportunity management deals with existing customers
B)Contact management deals with existing customers, opportunity management deals with existing customers
C)Contact management deals with new customers, opportunity management deals with new customers
D)Contact management deals with existing customers, opportunity management deals with new customers
7
Which of the following is where customer service representatives answer customer inquiries and respond to problems through a number of different customer touchpoints?
A)Contact center
B)Web-based self-service
C)Call scripting
D)None of the above
8
Which of the following is not considered a feature in a contact center?
A)Automatic call distribution
B)Interactive voice response
C)Predictive dialing
D)Automatic predictive dialing
9
What provides employees with a subset of CRM applications available through a Web browser?
A)Supplier relationship management
B)Partner relationship management
C)Employee relationship management
D)None of the above
10
Which industries will want to keep using CRM as a major strategic focus in the future?
A)Industries whose products are unique
B)Industries whose products are difficult to differentiate
C)Industries whose products are exclusive
D)Industries whose products are distinctive





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