IS 290 Chapter 11 Quiz Questions

CRM allows an organization to accomplish all of the following except: a. provide better customer service b. make cal centers more efficient c. complicate marketing and sales processes. d. Help sales staff close deals faster.

What can analytical CRM modeling tools discover? a. identify opportunities for expanding customer relationships. b. identify opportunities for cross-selling. c. identify opportunities for up-selling d. al of these.

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 these

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 these

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

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 using the big-bang approach

Who did Business 2.0 rank as number one on the top 50 people who matter most in business? a. Bill Gates b. You - the business analyst c. Michael Dell d. You - the customer