Chapter 5: Marketing
Analytics | Study Guide,
Exam Review & Practice
Questions
|Guaranteed success|
,What is CRM? B
A. A software package used only by
salespeople
B. A comprehensive business model
focused on increasing revenues and
profits through customers
C. A system used only for advertising
D. A method for calculating profits
Who owns CRM within an D
organization?
A. The marketing department
B. The sales department
C. The customer service department
D. No single department owns it
CRM must be supported by which B
group?
A. Customers
B. Senior management
C. Competitors
D. Suppliers
CRM drives a firm to become more C
______.
A. Product-centered
B. Competitor-centered
C. Customer-centric
D. Technology-centered
, What is CRM primarily about? A
A. Building and maintaining customer
relationships
B. Lowering employee wages
C. Increasing the number of products
D. Eliminating customer service
What is the correct sequence of the C
key CRM objectives?
A. Retention → Acquisition →
Profitability
B. Profitability → Acquisition →
Retention
C. Acquisition → Retention →
Profitability
D. Acquisition → Profitability →
Retention
Customer acquisition focuses on: B
A. Getting any customers possible
B. Acquiring the right customers who
can drive growth and increase
margins
C. Keeping existing employees
D. Increasing product variety
Customer retention focuses on: A
A. Keeping satisfied, loyal, profitable
customers
B. Finding new employees
C. Increasing advertising costs
D. Replacing loyal customers
Analytics | Study Guide,
Exam Review & Practice
Questions
|Guaranteed success|
,What is CRM? B
A. A software package used only by
salespeople
B. A comprehensive business model
focused on increasing revenues and
profits through customers
C. A system used only for advertising
D. A method for calculating profits
Who owns CRM within an D
organization?
A. The marketing department
B. The sales department
C. The customer service department
D. No single department owns it
CRM must be supported by which B
group?
A. Customers
B. Senior management
C. Competitors
D. Suppliers
CRM drives a firm to become more C
______.
A. Product-centered
B. Competitor-centered
C. Customer-centric
D. Technology-centered
, What is CRM primarily about? A
A. Building and maintaining customer
relationships
B. Lowering employee wages
C. Increasing the number of products
D. Eliminating customer service
What is the correct sequence of the C
key CRM objectives?
A. Retention → Acquisition →
Profitability
B. Profitability → Acquisition →
Retention
C. Acquisition → Retention →
Profitability
D. Acquisition → Profitability →
Retention
Customer acquisition focuses on: B
A. Getting any customers possible
B. Acquiring the right customers who
can drive growth and increase
margins
C. Keeping existing employees
D. Increasing product variety
Customer retention focuses on: A
A. Keeping satisfied, loyal, profitable
customers
B. Finding new employees
C. Increasing advertising costs
D. Replacing loyal customers
