Building A Customer-centric Organization-customer Relationship Management

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Questions Bank

Business Driven Technology
Identifying Competitive Advantages
Strategic Initiatives for Implementing Competitive Advantages
Measuring the Success of Strategic Initiatives
Organizational Structures That Support Strategic Initiatives
Valuing Organizational Information
Storing Organizational Information-Databases
Accessing Organizational Information-Data Warehouse
Enabling the Organization-Decision Making
Extending the Organization-Supply Chain Management
Building a Customer-Centric Organization-Customer Relationship Management
Integrating the Organization From End to End-Enterprise Resource Planning
Creating Innovative Organizations
Ebusiness
Creating Collaborative Partnerships
Integrating Wireless Technology in Business
Developing Software to Streamline Operations
Methodologies for Supporting Agile Organizations
Managing Organizational Projects
Developing a 21st-Century Organization
Appendix: Business Basics
Appendix: Business Process
Appendix: Hardware and Software Basics
Appendix: Mis Infrastructures
Appendix: Networks and Telecommunications
Appendix: Information Security
Appendix: Ethics
Appendix: Operations Management
Appendix: Sustainable Mis Infrastructures
Appendix: Business Intelligence
Appendix: Global Information Systems
Appendix: Global Trends

All Questions

Question 1

Free

Multiple Choice

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

Choose correct answer/s

Provide better customer service.

Make call centers more efficient.

Complicate marketing and sales processes.

Help sales staff close deals faster.

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Question 2

Free

Multiple Choice

Which of the following represents operational CRM?

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Supports traditional transactional processing.

Supports day-to-day front-office operations.

Supports operations that deal directly with the customers.

All of these.

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Question 3

Free

Multiple Choice

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

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Analytical CRM

Operational CRM

Personalization

All of these

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Question 4

Free

Multiple Choice

What can analytical CRM modeling tools discover?

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Identify opportunities for expanding customer relationships.

Identify opportunities for cross-selling.

Identify opportunities for up-selling.

All of these.

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Question 5

Free

Multiple Choice

Which of the following is the first CRM implementation strategy?

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Define information needs and flows.

Build an integrated view of the customer.

Clearly communicate the CRM strategy.

Implement in iterations.

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Question 6

Multiple Choice

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

Choose correct answer/s

Bill Gates

You - the business analyst

Michael Dell

You - the customer

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Question 7

Multiple Choice

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

Choose correct answer/s

Define information needs and flows.

Build an integrated view of the customer.

Scalability for organizational growth.

Implement using the big-bang approach.

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Question 8

True/False

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.

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True

False

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Question 9

True/False

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

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True

False

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Question 10

True/False

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

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True

False

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Question 11

True/False

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

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True

False

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Question 12

True/False

Back-office operations deal directly with the customer.

Choose correct answer/s

True

False

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Question 13

Short Answer

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

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Question 14

Short Answer

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

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Question 15

Short Answer

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

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Question 16

Short Answer

___________ -office operations deal directly with the customers.

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Question 17

Essay

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

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Question 18

Essay

Compare operational CRM and analytical CRM.

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Question 19

Essay

Define the relationship between decision making and analytical CRM.

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