Question 1

Bundling is a form of upselling, where a business sells a group of small inexpensive products together on discount with a bigger, more expensive product.

Accepted Answer

A) True 
 B)False

Question 2

A customer physically enters a store and interacts with an employee. This is an example of a _____.

Accepted Answer

A)   touch point
B)   point of presence
C)   market entry point
D)   channel point

Question 3

Upselling is the practice of marketing additional related products to customers based on previous purchases.

Accepted Answer

A) True 
 B)False

Question 4

Which of the following statements about customer relationship management is true?

Accepted Answer

A)   It has become even more personal due to industrialization and mass production.
B)   It helps companies acquire new customers and to retain and expand their relationships with profitable existing customers.
C)   It stays consistent throughout various circumstances which makes it easier to standardize the process.
D)   It helps companies spend less time with their customers so that they can gather and analyze data in greater volume.

Question 5

Customer relationship management is important for all organizations.

Accepted Answer

A) True 
 B)False

Question 6

_____ is a CRM system that is hosted by an external vendor in the vendor's data center.

Accepted Answer

A)   Mobile CRM
B)   Analytical CRM
C)   Operational CRM
D)   On-demand CRM

Question 7

The biggest risk of open-source CRM is quality control.

Accepted Answer

A) True 
 B)False

Question 8

Pharmaceutical companies have customer-management needs that are more complex than those of other industries.

Accepted Answer

A) True 
 B)False  True

Question 9

Which of the following is NOT a benefit of open-source CRM?

Accepted Answer

A)   It is easy to customize.
B)   It is favorably priced.
C)   It has more functionality than in-house CRM systems.
D)   It provides extensive support information.

Question 10

_____ is the component of an operational CRM system that automatically records all the aspects in a sales transaction process.

Accepted Answer

A)   Inbound telesales
B)   Outbound telesales
C)   Sales team efforts
D)   Sales force automation D

Question 11

_____ examines customer data for designing and executing targeted marketing campaigns.

Accepted Answer

A)   Transactional CRM
B)   Analytical CRM
C)   Operational CRM
D)   Collaborative CRM B

Question 12

_____ includes those areas where customers directly interact with the company.

Accepted Answer

A)   Transactional CRM
B)   Analytical CRM
C)   Customer-facing CRM
D)   Customer-touching CRM

Question 13

Which of the following statements about the use of Sugar by the Redglaze Group is NOT true?

Accepted Answer

A)   It enables managers to share documents with subcontractors through a Sugar portal.
B)   It resulted in managers frequently receiving information that had no relevance to their projects.
C)   It includes accounting and human resources functions.
D)   It resulted in gains in staff empowerment and improved company image.

Question 14

Which of the following types of CRM applications does a check-in kiosk at an airport represent?

Accepted Answer

A)   Inbound teleservice
B)   Customer touching
C)   Outbound telesales
D)   Customer-facing

Question 15

The Web and point-of-sale terminals are examples of customer-touching CRM applications.

Accepted Answer

A) True 
 B)False

Question 16

Today, many companies are using persuasive technologies to create new habits.

Accepted Answer

A) True 
 B)False

Question 17

All successful CRM policies have two basic elements: identifying customer touch points and consolidating data about each customer.

Accepted Answer

A) True 
 B)False

Question 18

The optimal result of an organization's CRM efforts is to maximize the number of high-value repeat customers while minimizing customer churn.

Accepted Answer

A) True 
 B)False

Question 19

Low-end customer relationship management systems are designed for small enterprises that cannot afford more complex systems.

Accepted Answer

A) True 
 B)False

Exam 12: Customer Relationship Management

Bundling is a form of upselling, where a business sells a group of small inexpensive products together on discount with a bigger, more expensive product.

Correct Answer
verified

A customer physically enters a store and interacts with an employee. This is an example of a _____.

Correct Answer
verified

Upselling is the practice of marketing additional related products to customers based on previous purchases.

Correct Answer
verified

Which of the following statements about customer relationship management is true?

Correct Answer
verified

Customer relationship management is important for all organizations.

Correct Answer
verified

_____ is a CRM system that is hosted by an external vendor in the vendor's data center.

Correct Answer
verified

The biggest risk of open-source CRM is quality control.

Correct Answer
verified

Pharmaceutical companies have customer-management needs that are more complex than those of other industries.

Correct Answer
verified
True

Which of the following is NOT a benefit of open-source CRM?

Correct Answer
verified

_____ is the component of an operational CRM system that automatically records all the aspects in a sales transaction process.

Correct Answer
verified
D

_____ examines customer data for designing and executing targeted marketing campaigns.

Correct Answer
verified
B

_____ includes those areas where customers directly interact with the company.

Correct Answer
verified

Which of the following statements about the use of Sugar by the Redglaze Group is NOT true?

Correct Answer
verified

Which of the following types of CRM applications does a check-in kiosk at an airport represent?

Correct Answer
verified

The Web and point-of-sale terminals are examples of customer-touching CRM applications.

Correct Answer
verified

Today, many companies are using persuasive technologies to create new habits.

Correct Answer
verified

All successful CRM policies have two basic elements: identifying customer touch points and consolidating data about each customer.

Correct Answer
verified

The optimal result of an organization's CRM efforts is to maximize the number of high-value repeat customers while minimizing customer churn.

Correct Answer
verified

Low-end customer relationship management systems are designed for small enterprises that cannot afford more complex systems.

Correct Answer
verified

Exam 12: Customer Relationship Management

Bundling is a form of upselling, where a business sells a group of small inexpensive products together on discount with a bigger, more expensive product.

Correct AnswerverifiedShow Answer

A customer physically enters a store and interacts with an employee. This is an example of a _____.

Correct AnswerverifiedShow Answer

Upselling is the practice of marketing additional related products to customers based on previous purchases.

Correct AnswerverifiedShow Answer

Which of the following statements about customer relationship management is true?

Correct AnswerverifiedShow Answer

Customer relationship management is important for all organizations.

Correct AnswerverifiedShow Answer

_____ is a CRM system that is hosted by an external vendor in the vendor's data center.

Correct AnswerverifiedShow Answer

The biggest risk of open-source CRM is quality control.

Correct AnswerverifiedShow Answer

Pharmaceutical companies have customer-management needs that are more complex than those of other industries.

Correct AnswerverifiedTrue

Which of the following is NOT a benefit of open-source CRM?

Correct AnswerverifiedShow Answer

_____ is the component of an operational CRM system that automatically records all the aspects in a sales transaction process.

Correct AnswerverifiedD

_____ examines customer data for designing and executing targeted marketing campaigns.

Correct AnswerverifiedB

_____ includes those areas where customers directly interact with the company.

Correct AnswerverifiedShow Answer

Which of the following statements about the use of Sugar by the Redglaze Group is NOT true?

Correct AnswerverifiedShow Answer

Which of the following types of CRM applications does a check-in kiosk at an airport represent?

Correct AnswerverifiedShow Answer

The Web and point-of-sale terminals are examples of customer-touching CRM applications.

Correct AnswerverifiedShow Answer

Today, many companies are using persuasive technologies to create new habits.

Correct AnswerverifiedShow Answer

All successful CRM policies have two basic elements: identifying customer touch points and consolidating data about each customer.

Correct AnswerverifiedShow Answer

The optimal result of an organization's CRM efforts is to maximize the number of high-value repeat customers while minimizing customer churn.

Correct AnswerverifiedShow Answer

Low-end customer relationship management systems are designed for small enterprises that cannot afford more complex systems.

Correct AnswerverifiedShow Answer

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True

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D

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B

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