Question 1

_______________ 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) B) and D)
F) A) and D)

Question 2

Which question below represents a CRM analyzing 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 the aboveE) All of the above
F) A) and B)

Question 3

What focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects,which optimizes supplier selection?

Accepted Answer

A)   Supplier relationship management
B)   Partner relationship management
C)   Employee relationship management
D)   None of the aboveE) None of the above
F) All of the above

Question 4

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 iterationsE) A) and C)
F) B) and C)

Question 5

Which company,in the text,experienced difficulty with answering their phone?

Accepted Answer

A)   Alterna Savings
B)   CCL Industries
C)   Brother International Corporation
D)   1-800-Flowers.comE) None of the above
F) B) and C)

Question 6

Which of the following operational CRM technologies does the marketing department typically use?

Accepted Answer

A)   Contact center, Web-based self-service, call scripting
B)   Contact center, cross-selling and up-selling, Web-based self-service
C)   List generator, opportunity management, cross-selling and up-selling
D)   List generator, campaign management, cross-selling and up-sellingE) All of the above
F) B) and C)

Question 7

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 fasterE) B) and C)
F) A) and B)

Question 8

_____________________ to deliver CRM applications will continue to be a major trend,as will the use of analytical tools and the availability of mobile CRM application offerings

Accepted Answer

Growth of ...

Question 9

Compare operational CRM and analytical CRM.

Accepted Answer

Operational CRM supports traditional tra...

Question 10

One of the primary reasons a company ________________ customers is bad customer service experiences.

Accepted Answer

The answer of One of the primary reasons a company...

Question 11

Define the relationship between decision making and analytical CRM.

Accepted Answer

Analytical CRM solutions are designed to...

Question 12

What targets sales opportunities by finding new customers or companies for future sales?

Accepted Answer

A)   Sales management system
B)   Contact management system
C)   Opportunity management system
D)   Sales force automation systemE) All of the above
F) A) and C)

Question 13

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

Accepted Answer

A) True 
 B)False

Question 14

What made-to-order views can analytical CRM tools slice-and-dice customer information into?

Accepted Answer

A)   Customer value
B)   Customer spending
C)   Customer segmentation
D)   All of the aboveE) B) and D)
F) B) and C)

Question 15

What is the primary difference between contact management and opportunity management?

Accepted Answer

A)   Contact management deals with new customers, opportunity management deals with existing customers
B)   Contact management deals with existing customers, opportunity management deals with existing customers
C)   Contact management deals with new customers, opportunity management deals with new customers
D)   Contact management deals with existing customers, opportunity management deals with new customersE) B) and D)
F) None of the above

Question 16

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 the aboveE) A) and B)
F) B) and C)

Question 17

Discuss future trends in CRM?

Accepted Answer

In the future,CRM applications will cont...

Question 18

Summarize the future of customer relationship management.

Accepted Answer

CRM future trends include: CRM applicati...

Question 19

List and describe the industry best practices for implementing a successful CRM system.

Accepted Answer

(1)Clearly communicate the CRM...

Question 20

What focuses on keeping vendors satisfied by managing alliance partner and reseller relationships that provide customers with the optimal sales channel?

Accepted Answer

A)   Supplier relationship management
B)   Partner relationship management
C)   Employee relationship management
D)   None of the aboveE) A) and B)
F) A) and C)

Exam 6: Systems Development and Project Management

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

Correct AnswerverifiedShow Answer

Discuss future trends in CRM?

Correct AnswerverifiedIn the future,CRM applications will cont...View AnswerShow Answer

What targets sales opportunities by finding new customers or companies for future sales?

Correct AnswerverifiedShow Answer

What is the primary difference between contact management and opportunity management?

Correct AnswerverifiedShow Answer

What made-to-order views can analytical CRM tools slice-and-dice customer information into?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Define the relationship between decision making and analytical CRM.

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

Which of the following is the first CRM implementation strategy?

Correct AnswerverifiedShow Answer

What focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects,which optimizes supplier selection?

Correct AnswerverifiedShow Answer

What focuses on keeping vendors satisfied by managing alliance partner and reseller relationships that provide customers with the optimal sales channel?

Correct AnswerverifiedShow Answer

Which of the following operational CRM technologies does the marketing department typically use?

Correct AnswerverifiedShow Answer

Summarize the future of customer relationship management.

Correct AnswerverifiedCRM future trends include: CRM applicati...View AnswerShow Answer

Which company,in the text,experienced difficulty with answering their phone?

Correct AnswerverifiedShow Answer

Which of the following represents operational CRM?

Correct AnswerverifiedShow Answer

One of the primary reasons a company ________________ customers is bad customer service experiences.

Correct AnswerverifiedShow Answer

_____________________ to deliver CRM applications will continue to be a major trend,as will the use of analytical tools and the availability of mobile CRM application offerings

Correct AnswerverifiedGrowth of ...View AnswerShow Answer

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

Correct AnswerverifiedShow Answer

List and describe the industry best practices for implementing a successful CRM system.

Correct Answerverified(1)Clearly communicate the CRM...View AnswerShow Answer

Compare operational CRM and analytical CRM.

Correct AnswerverifiedOperational CRM supports traditional tra...View AnswerShow Answer

Which question below represents a CRM analyzing technology question?

Correct AnswerverifiedShow Answer

Correct Answer
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Correct Answer
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In the future,CRM applications will cont...
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
verified

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

Correct Answer
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Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
CRM future trends include: CRM applicati...
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Correct Answer
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Correct Answer
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Correct Answer
verified

Correct Answer
verified
Growth of ...
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Correct Answer
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Correct Answer
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(1)Clearly communicate the CRM...
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Correct Answer
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Operational CRM supports traditional tra...
View Answer

Correct Answer
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