Question 1

___________-office operations deal directly with the customers.

Accepted Answer

Front

Question 2

A customer strategy starts with understanding who the company's __________ are and how they help the company meet strategic goals.

Accepted Answer

The answer of A customer strategy starts with understanding who...

Question 3

___________ CRM supports traditional transactional processing for day-to-day front-office operations or systems that deal directly with the customers.

Accepted Answer

The answer of ___________ CRM supports traditional transactional processing for...

Question 4

Back-office operations deal directly with the customer.

Accepted Answer

A) True 
 B)False  False

Question 5

Define the relationship between decision making and analytical CRM.

Accepted Answer

Analytical CRM solutions are designed to...

Question 6

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.

Accepted Answer

A) True 
 B)False

Question 7

Which of the following is the first CRM implementation strategy?

Accepted Answer

A)   Define information needs and flows.
B)   Build an integrated view of the customer.
C)   Clearly communicate the CRM strategy.
D)   Implement in iterations.

Question 8

___________ CRM supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers.

Accepted Answer

The answer of ___________ CRM supports back-office operations and strategic...

Question 9

What can analytical CRM modeling 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 these.

Question 10

The primary difference between operational CRM and analytical CRM is the direct interaction between the organization and its suppliers.

Accepted Answer

A) True 
 B)False

Question 11

The business world is shifting from customer focus to product focus.

Accepted Answer

A) True 
 B)False

Question 12

Who did Business 2.0 rank as number one in the top 50 people who matter most in business?

Accepted Answer

A)   Bill Gates
B)   You - the business analyst
C)   Michael Dell
D)   You - the customer

Question 13

Compare operational CRM and analytical CRM.

Accepted Answer

Operational CRM supports traditional transactional processing for day-to-day front-office operations or systems that deal directly with the customers.Analytical CRM supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers.The primary difference between operational CRM and analytical CRM is the direct interaction between the organization and its customers.

Question 14

CRM allows an organization to accomplish all of the following except:

Accepted Answer

A)   Provide better customer service.
B)   Make call centers more efficient.
C)   Complicate marketing and sales processes.
D)   Help sales staff close deals faster.

Question 15

List and describe several benefits an organization can receive from CRM.

Accepted Answer

(1)Provide better customer service,(2)ma...

Question 16

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 using the big-bang approach.

Question 17

Which of the following represents operational CRM?

Accepted Answer

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 these.

Question 18

The Internet can completely replace the phone and face-to-face communications with customers.

Accepted Answer

A) True 
 B)False

Question 19

What supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers?

Accepted Answer

A)   Analytical CRM
B)   Operational CRM
C)   Personalization
D)   All of these

Exam 11: Building a Customer-Centric Organization-Customer Relationship Management

___________-office operations deal directly with the customers.

Correct Answer
verified
Front

A customer strategy starts with understanding who the company's __________ are and how they help the company meet strategic goals.

Correct Answer
verified

___________ CRM supports traditional transactional processing for day-to-day front-office operations or systems that deal directly with the customers.

Correct Answer
verified

Back-office operations deal directly with the customer.

Correct Answer
verified
False

Define the relationship between decision making and analytical CRM.

Correct Answer
verified
Analytical CRM solutions are designed to...
View Answer

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.

Correct Answer
verified

Which of the following is the first CRM implementation strategy?

Correct Answer
verified

___________ CRM supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers.

Correct Answer
verified

What can analytical CRM modeling tools discover?

Correct Answer
verified

The primary difference between operational CRM and analytical CRM is the direct interaction between the organization and its suppliers.

Correct Answer
verified

The business world is shifting from customer focus to product focus.

Correct Answer
verified

Who did Business 2.0 rank as number one in the top 50 people who matter most in business?

Correct Answer
verified

Compare operational CRM and analytical CRM.

CRM allows an organization to accomplish all of the following except:

Correct Answer
verified

List and describe several benefits an organization can receive from CRM.

Correct Answer
verified
(1)Provide better customer service,(2)ma...
View Answer

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

Correct Answer
verified

Which of the following represents operational CRM?

Correct Answer
verified

The Internet can completely replace the phone and face-to-face communications with customers.

Correct Answer
verified

What supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers?

Correct Answer
verified

Exam 11: Building a Customer-Centric Organization-Customer Relationship Management

___________-office operations deal directly with the customers.

Correct AnswerverifiedFront

A customer strategy starts with understanding who the company's __________ are and how they help the company meet strategic goals.

Correct AnswerverifiedShow Answer

___________ CRM supports traditional transactional processing for day-to-day front-office operations or systems that deal directly with the customers.

Correct AnswerverifiedShow Answer

Back-office operations deal directly with the customer.

Correct AnswerverifiedFalse

Define the relationship between decision making and analytical CRM.

Correct AnswerverifiedAnalytical CRM solutions are designed to...View AnswerShow Answer

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.

Correct AnswerverifiedShow Answer

Which of the following is the first CRM implementation strategy?

Correct AnswerverifiedShow Answer

___________ CRM supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers.

Correct AnswerverifiedShow Answer

What can analytical CRM modeling tools discover?

Correct AnswerverifiedShow Answer

The primary difference between operational CRM and analytical CRM is the direct interaction between the organization and its suppliers.

Correct AnswerverifiedShow Answer

The business world is shifting from customer focus to product focus.

Correct AnswerverifiedShow Answer

Who did Business 2.0 rank as number one in the top 50 people who matter most in business?

Correct AnswerverifiedShow Answer

Compare operational CRM and analytical CRM.

CRM allows an organization to accomplish all of the following except:

Correct AnswerverifiedShow Answer

List and describe several benefits an organization can receive from CRM.

Correct Answerverified(1)Provide better customer service,(2)ma...View AnswerShow Answer

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

Correct AnswerverifiedShow Answer

Which of the following represents operational CRM?

Correct AnswerverifiedShow Answer

The Internet can completely replace the phone and face-to-face communications with customers.

Correct AnswerverifiedShow Answer

What supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers?

Correct AnswerverifiedShow Answer

Correct Answer
verified
Front

Correct Answer
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Correct Answer
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Correct Answer
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False

Correct Answer
verified
Analytical CRM solutions are designed to...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
(1)Provide better customer service,(2)ma...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified