CRM EXAM ONE STUDY GUIDE WITH ALL CORRECT &
100% VERIFIED ANSWERS|ACTUAL COMPLETE EXAM|
ALREADY GRADED A+
ch. 1 Definitions of CRM ✔Correct Answer-___ is an information industry term for methodologies,
software, and usually internet capabilities that help an enterprise manage customer relationships is
an organized way.
ch. 1 Definitions of CRM ✔Correct Answer-__ is the process of managing all aspects of interaction
a company has with its customers, including prospecting, sales, and service. __ applications attempt
to provide insight into an improve the company/customer relationship by combining all these views
of customer interaction into one picture.
ch. 1 definitions of CRM 2 ✔Correct Answer-__is an integrated approach to identifying, acquiring,
and retaining customers. By enabling organizations to manage and coordinate customer interactions
across multiple channels, departments, lines of business, and geographies, __helps organizations
maximize the value of every customer interaction and drive superior corporate performance.
ch. 1 definitions of CRM3 ✔Correct Answer-___is an integrated information system that is used to
plan, schedule and control the pre-sales and post-sales activities in an organization. ___embraces all
aspects of dealing with prospects and customers, including the call center, sales force, marketing,
technical support and field service. The primary goal of ___is to improve long-term growth and
profitability through a better understanding of customer behaviour. __ aims to provide more
effective feedback and improved integration to better gauge the return on investment (ROI) in these
areas.
ch. 1 definitions of CRM 4 ✔Correct Answer-____is a business strategy that maximizes profitability,
revenue and customer satisfaction by organizing around customer segments, fostering behaviour
that satisfies customers, and implementing customer-centric processes.
ch. 1 Types of CRM ✔Correct Answer-strategic
operational
analytical
collaborative
CRM type - strategic ✔Correct Answer-___ ___is a core customer-centric business strategy that
aims at winning and keeping profitable customers.
CRM type - operational ✔Correct Answer-____focuses on the automation of customer-facing
processes such as selling, marketing and customer service.
CRM type - analytical ✔Correct Answer-_____ focuses on the intelligent mining of customer-
related data for strategic or tactical purposes.
CRM type - collaborative ✔Correct Answer-______ applies technology across organizational
boundaries with a view to optimizing company, partner and customer value.
ch. 1 What is IDIC? ✔Correct Answer-identify
, differentiate
interact
customize
ch. 1 Gartner's competency model of CRM (8 components) ✔Correct Answer-CRM Vision:
Leadership, Social Worth, Value Proposition
CRM Strategy: Objectives, Segments, Effective Interaction
Valued Customer Experience: Understand Requirements, Monitor Expectations, Satisfaction
vs.Competition, Collaboration and Feedback
Organizational Collaboration: Culture and Structure, Customer
Understanding People: Skills,Competencies Incentives and Compensation Employee
Communications Partners and Suppliers
CRM Processes: Customer Life Cycle, Knowledge Management
CRM Information: Data, Analysis, One View Across Channels
CRM Technology: Applications, Architecture, Infrastructure
ch. 1 Paynes and Frow's 5-process model ✔Correct Answer-o Strategy development process
(strategic CRM)
♣ Business strategy
♣ Customer strategy
o Value creation process (strategic CRM)
♣ Value customer receives
o Multi-channel integration process (operational CRM)
o Performance assessment process
♣ Shareholder results
♣ Performance monitoring
o Information management process (analytical CRM)
ch. 1 What are the key differences between strategic, operational, analytical and collaborative CRM?
✔Correct Answer-Phases of CRM Project (5)
Strategy Development Process
Value Creation Process
Multichannel Integration Process
Performance Assessment Process
Information Management Process
What are the key differences between strategic, operational, analytical and collaborative CRM?
Strategic- Strategic CRM is a core customer-centric business strategy that aims at winning and
keeping profitable customers.
Operational- Operational CRM focuses on the automation of customerfacing processes such as
selling, marketing and customer service.
Analytical- Analytical CRM focuses on the intelligent mining of customerrelated data for strategic or
tactical purposes.
Collaborative- Collaborative CRM applies technology across organizational boundaries with a view to
optimizing company, partner and customer value.
100% VERIFIED ANSWERS|ACTUAL COMPLETE EXAM|
ALREADY GRADED A+
ch. 1 Definitions of CRM ✔Correct Answer-___ is an information industry term for methodologies,
software, and usually internet capabilities that help an enterprise manage customer relationships is
an organized way.
ch. 1 Definitions of CRM ✔Correct Answer-__ is the process of managing all aspects of interaction
a company has with its customers, including prospecting, sales, and service. __ applications attempt
to provide insight into an improve the company/customer relationship by combining all these views
of customer interaction into one picture.
ch. 1 definitions of CRM 2 ✔Correct Answer-__is an integrated approach to identifying, acquiring,
and retaining customers. By enabling organizations to manage and coordinate customer interactions
across multiple channels, departments, lines of business, and geographies, __helps organizations
maximize the value of every customer interaction and drive superior corporate performance.
ch. 1 definitions of CRM3 ✔Correct Answer-___is an integrated information system that is used to
plan, schedule and control the pre-sales and post-sales activities in an organization. ___embraces all
aspects of dealing with prospects and customers, including the call center, sales force, marketing,
technical support and field service. The primary goal of ___is to improve long-term growth and
profitability through a better understanding of customer behaviour. __ aims to provide more
effective feedback and improved integration to better gauge the return on investment (ROI) in these
areas.
ch. 1 definitions of CRM 4 ✔Correct Answer-____is a business strategy that maximizes profitability,
revenue and customer satisfaction by organizing around customer segments, fostering behaviour
that satisfies customers, and implementing customer-centric processes.
ch. 1 Types of CRM ✔Correct Answer-strategic
operational
analytical
collaborative
CRM type - strategic ✔Correct Answer-___ ___is a core customer-centric business strategy that
aims at winning and keeping profitable customers.
CRM type - operational ✔Correct Answer-____focuses on the automation of customer-facing
processes such as selling, marketing and customer service.
CRM type - analytical ✔Correct Answer-_____ focuses on the intelligent mining of customer-
related data for strategic or tactical purposes.
CRM type - collaborative ✔Correct Answer-______ applies technology across organizational
boundaries with a view to optimizing company, partner and customer value.
ch. 1 What is IDIC? ✔Correct Answer-identify
, differentiate
interact
customize
ch. 1 Gartner's competency model of CRM (8 components) ✔Correct Answer-CRM Vision:
Leadership, Social Worth, Value Proposition
CRM Strategy: Objectives, Segments, Effective Interaction
Valued Customer Experience: Understand Requirements, Monitor Expectations, Satisfaction
vs.Competition, Collaboration and Feedback
Organizational Collaboration: Culture and Structure, Customer
Understanding People: Skills,Competencies Incentives and Compensation Employee
Communications Partners and Suppliers
CRM Processes: Customer Life Cycle, Knowledge Management
CRM Information: Data, Analysis, One View Across Channels
CRM Technology: Applications, Architecture, Infrastructure
ch. 1 Paynes and Frow's 5-process model ✔Correct Answer-o Strategy development process
(strategic CRM)
♣ Business strategy
♣ Customer strategy
o Value creation process (strategic CRM)
♣ Value customer receives
o Multi-channel integration process (operational CRM)
o Performance assessment process
♣ Shareholder results
♣ Performance monitoring
o Information management process (analytical CRM)
ch. 1 What are the key differences between strategic, operational, analytical and collaborative CRM?
✔Correct Answer-Phases of CRM Project (5)
Strategy Development Process
Value Creation Process
Multichannel Integration Process
Performance Assessment Process
Information Management Process
What are the key differences between strategic, operational, analytical and collaborative CRM?
Strategic- Strategic CRM is a core customer-centric business strategy that aims at winning and
keeping profitable customers.
Operational- Operational CRM focuses on the automation of customerfacing processes such as
selling, marketing and customer service.
Analytical- Analytical CRM focuses on the intelligent mining of customerrelated data for strategic or
tactical purposes.
Collaborative- Collaborative CRM applies technology across organizational boundaries with a view to
optimizing company, partner and customer value.
