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Pre-Test
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1
What is the top CRM business driver?
A)Inventory control
B)Increase revenues
C)Competitive advantage
D)Automation/productivity/efficiency
2
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
3
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
4
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
5
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
6
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
7
What compiles customer information from a variety of sources and segments the information for different marketing campaigns?
A)Campaign management system
B)Cross-selling
C)Up-selling
D)List generator
8
What is McDonald's performing when it asks its customers if they would like to super-size their meals?
A)Campaign management
B)Cross-selling
C)Up-selling
D)Down-selling
9
What targets sales opportunities by finding new customers or companies for future sales?
A)Sales management system
B)Contact management system
C)Opportunity management system
D)Sales force automation system
10
What focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects, which optimizes supplier selection?
A)Supplier relationship management
B)Partner relationship management
C)Employee relationship management
D)None of the above





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