Question 1

________________ are companies or individuals who purchase goods and products in bulk with the intention of reselling them at a profit.

Accepted Answer

A)   Alliance partners
B)   Dealers
C)   Resellers
D)   Partner relationship management (PRM) E) A) and B)
F) A) and C)

Question 2

Retailers are agents who sell products or services on behalf of a company or organization, particularly in the automobile industry.

Accepted Answer

A) True 
 B)False

Question 3

The evolution of CRM is reporting, analyzing, and predicting.

Accepted Answer

A) True 
 B)False

Question 4

What can analytical CRM modelling 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 theseE) All of the above
F) B) and D)

Question 5

What occurs when a website can know enough about a person's likes and dislikes that it can fashion offers that are more likely to appeal to that person?

Accepted Answer

A)   Operational CRM
B)   Analytical CRM
C)   Personalization
D)   All of theseE) B) and C)
F) C) and D)

Question 6

Compare customer relationship management, supplier relationship management, partner relationship management, and employee relationship management.

Accepted Answer

Supplier relationship management (SRM)-f...

Question 7

The intense competition in today's marketplace forces organizations to switch from sales-focused strategies to _______________________ strategies.

Accepted Answer

A)   customer-focused
B)   production-focused
C)   operations-focused
D)   supplier-focusedE) C) and D)
F) All of the above

Question 8

________________ systems also help an organization communicate with its suppliers by providing a seamless communication channel where data can be shared and accessed by both parties.

Accepted Answer

The answer of ________________ systems also help an organization communicate...

Question 9

_______________ are competitor organizations who co-operate with one another since doing so allows them to compete more successfully with other competitors.

Accepted Answer

A)   Alliance partners
B)   Dealers
C)   Resellers
D)   Partner relationship management (PRM) E) A) and D)
F) A) and C)

Question 10

One of the primary reasons a company loses customers is good customer service experiences.

Accepted Answer

A) True 
 B)False

Question 11

_________ management systems maintain customer contact information and identify prospective customers for future sales.

Accepted Answer

The answer of _________ management systems maintain customer contact information...

Question 12

What maintains customer contact information and identifies prospective customers for future sales?

Accepted Answer

A)   Sales management system
B)   Contact management system
C)   Opportunity management system
D)   Sales force automation systemE) B) and D)
F) A) and B)

Question 13

Which question below represents a CRM reporting technology example?

Accepted Answer

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 theseE) B) and C)
F) A) and D)

Question 14

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 in the big bang approachE) None of the above
F) A) and B)

Question 15

SRM systems also help an organization communicate with its suppliers by providing a seamless communication channel where data can be shared and accessed by both parties.

Accepted Answer

A) True 
 B)False

Question 16

Which of the following represents sales force automation?

Accepted Answer

A)   Helping an organization identify its customers across applications
B)   Selling additional products or services to a customer
C)   A system that automatically tracks all of the steps in the sales process
D)   Selling larger products or services to a customerE) A) and B)
F) A) and C)

Question 17

Describe three CRM technologies used by sales departments.

Accepted Answer

Three sales operational CRM technologies...

Question 18

An organization can find its most valuable customers by using a formula that industry insiders call recency, ______________, and monetary value.

Accepted Answer

The answer of An organization can find its most valuable...

Question 19

Which question below represents a CRM predicting technology question?

Accepted Answer

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 theseE) A) and C)
F) All of the above

Question 20

"Why did sales not meet forecasts?" is an example of _________ technologies in CRM.

Accepted Answer

The answer of "Why did sales not meet forecasts?" is...

Exam 9: Customer Relationship Management

The intense competition in today's marketplace forces organizations to switch from sales-focused strategies to _______________________ strategies.

Correct AnswerverifiedShow Answer

SRM systems also help an organization communicate with its suppliers by providing a seamless communication channel where data can be shared and accessed by both parties.

Correct AnswerverifiedShow Answer

_________ management systems maintain customer contact information and identify prospective customers for future sales.

Correct AnswerverifiedShow Answer

What occurs when a website can know enough about a person's likes and dislikes that it can fashion offers that are more likely to appeal to that person?

Correct AnswerverifiedShow Answer

The evolution of CRM is reporting, analyzing, and predicting.

Correct AnswerverifiedShow Answer

Which question below represents a CRM reporting technology example?

Correct AnswerverifiedShow Answer

One of the primary reasons a company loses customers is good customer service experiences.

Correct AnswerverifiedShow Answer

What can analytical CRM modelling tools discover?

Correct AnswerverifiedShow Answer

Compare customer relationship management, supplier relationship management, partner relationship management, and employee relationship management.

Correct AnswerverifiedSupplier relationship management (SRM)-f...View AnswerShow Answer

_______________ are competitor organizations who co-operate with one another since doing so allows them to compete more successfully with other competitors.

Correct AnswerverifiedShow Answer

What maintains customer contact information and identifies prospective customers for future sales?

Correct AnswerverifiedShow Answer

________________ systems also help an organization communicate with its suppliers by providing a seamless communication channel where data can be shared and accessed by both parties.

Correct AnswerverifiedShow Answer

"Why did sales not meet forecasts?" is an example of _________ technologies in CRM.

Correct AnswerverifiedShow Answer

Which of the following represents sales force automation?

Correct AnswerverifiedShow Answer

Which question below represents a CRM predicting technology question?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Describe three CRM technologies used by sales departments.

Correct AnswerverifiedThree sales operational CRM technologies...View AnswerShow Answer

An organization can find its most valuable customers by using a formula that industry insiders call recency, ______________, and monetary value.

Correct AnswerverifiedShow Answer

Retailers are agents who sell products or services on behalf of a company or organization, particularly in the automobile industry.

Correct AnswerverifiedShow Answer

________________ are companies or individuals who purchase goods and products in bulk with the intention of reselling them at a profit.

Correct AnswerverifiedShow Answer

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Supplier relationship management (SRM)-f...
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Three sales operational CRM technologies...
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