Quiz
Question 1 (0.25 points)
Saved
Which of the following would NOT be considered a primary application supported by CRM.
Question 1 options:
Acquisition of new customers.
Retention of current customers.
Management of customers' accounts.
Management of customer-to-customer relationships.
Question 2 (0.25 points)
Saved
In terms of customer service issues, which of the following is the least likely reason for using a
robust CRM?
Question 2 options:
A) A CRM can provide a more rapid response to queries and concerns by forwarding the query to the right
department.
B) A CRM can enable members of pertinent departments to have access to all the relevant information, enablin
them to answer queries and resolve problems quickly and easily.
C) A CRM can provide a company's marketing department with information needed to identify and
target new customers.
D) A CRM can optimize the information shared among departments, resulting in better management of existing
accounts.
Question 3 (0.25 points)
Saved
(True/False). The primary financial impact of a robust CRM system results from retaining
current customers versus obtaining new customers.
, Question 3 options:
A) True
B) False
Question 4 (0.25 points)
Saved
(True/False). A data warehouse will typically contain the history of all previous interactions with
specific users (including product use and transactions), but rarely includes other types of data.
Question 4 options:
A) True
B) False
Question 5 (0.25 points)
Saved
(True/False). Data warehousing and data mining mean the same thing when applied to CRM.
Question 5 options:
A) True
B) False
Question 6 (0.25 points)
Saved
Which of the following would belong to the category of data mining tools:
Question 6 options:
Excel.
Word.
PowerPoint
Open Office.
Question 7 (0.25 points)
Question 1 (0.25 points)
Saved
Which of the following would NOT be considered a primary application supported by CRM.
Question 1 options:
Acquisition of new customers.
Retention of current customers.
Management of customers' accounts.
Management of customer-to-customer relationships.
Question 2 (0.25 points)
Saved
In terms of customer service issues, which of the following is the least likely reason for using a
robust CRM?
Question 2 options:
A) A CRM can provide a more rapid response to queries and concerns by forwarding the query to the right
department.
B) A CRM can enable members of pertinent departments to have access to all the relevant information, enablin
them to answer queries and resolve problems quickly and easily.
C) A CRM can provide a company's marketing department with information needed to identify and
target new customers.
D) A CRM can optimize the information shared among departments, resulting in better management of existing
accounts.
Question 3 (0.25 points)
Saved
(True/False). The primary financial impact of a robust CRM system results from retaining
current customers versus obtaining new customers.
, Question 3 options:
A) True
B) False
Question 4 (0.25 points)
Saved
(True/False). A data warehouse will typically contain the history of all previous interactions with
specific users (including product use and transactions), but rarely includes other types of data.
Question 4 options:
A) True
B) False
Question 5 (0.25 points)
Saved
(True/False). Data warehousing and data mining mean the same thing when applied to CRM.
Question 5 options:
A) True
B) False
Question 6 (0.25 points)
Saved
Which of the following would belong to the category of data mining tools:
Question 6 options:
Excel.
Word.
PowerPoint
Open Office.
Question 7 (0.25 points)
