CIB 4203 CHAPTER 1 EXAM
QUESTIONS AND
ANSWERS 100% PASS
List 3 major application of operational CRM. - Answer-1- Marketing automation
2- Sales-force automation
3- Service automation
*Applies technology to marketing processes.*
A. Marketing automation
B. Sales-force automation
C. Service automation - Answer-Marketing automation
*Campaign management modules allow marketers to use customer-related data in
order to develop, execute and evaluate targeted communications and offers.*
A. Marketing automation
B. Sales-force automation
C. Service automation - Answer-Marketing automation
*In multichannel environments, campaign management is particularly challenging.*
A. Marketing automation
B. Sales-force automation
C. Service automation - Answer-Marketing automation
*Event-based, or trigger, marketing is the term used to describe messaging and offer
presentation to customers at particular points in time. An event triggers the
communication and offer.*
A. Marketing automation
B. Sales-force automation
C. Service automation - Answer-Marketing automation
*Widely adopted in business-to-business environments*
A. Marketing automation
B. Sales-force automation
C. Service automation - Answer-Sales-force automation
*It applies technology to the management of a company's selling activities.*
A. Marketing automation
B. Sales-force automation
C. Service automation - Answer-Sales-force automation
, *Automation of selling activities is often linked to efforts to improve and standardize the
selling process.*
A. Marketing automation
B. Sales-force automation
C. Service automation - Answer-Sales-force automation
*It enables companies to automatically assign leads and track opportunities as they
progress through the sales pipeline towards closure.*
A. Marketing automation
B. Sales-force automation
C. Service automation - Answer-Sales-force automation
*Allows companies to manage their service operations, whether delivered through call
center, contact center, web or face-to-face.*
A. Marketing automation
B. Sales-force automation
C. Service automation - Answer-Service automation
*Enables users to become more efficient and effective by reducing service costs,
improving service quality, lifting productivity and increasing customer satisfaction.*
A. Marketing automation
B. Sales-force automation
C. Service automation - Answer-Service automation
*Uses a combination of direct and indirect channels especially for sales and service
functions.*
A. Marketing automation
B. Sales-force automation
C. Service automation - Answer-Service automation
*Concerned with capturing, storing, extracting, integrating, processing, interpreting,
distributing, using and reporting customer-related data to enhance both customer and
company value.*
A. Strategic CRM
B. Operational CRM
C. Analytical CRM
D. Collaborative CRM - Answer-Analytical CRM
*Builds on the foundation of customer-related information.*
A. Strategic CRM
B. Operational CRM
C. Analytical CRM
D. Collaborative CRM - Answer-Analytical CRM
List 4 internal sources for analytical CRM. - Answer-1- Sales data (purchase history)
2- Financial data (payment history, credit score)
QUESTIONS AND
ANSWERS 100% PASS
List 3 major application of operational CRM. - Answer-1- Marketing automation
2- Sales-force automation
3- Service automation
*Applies technology to marketing processes.*
A. Marketing automation
B. Sales-force automation
C. Service automation - Answer-Marketing automation
*Campaign management modules allow marketers to use customer-related data in
order to develop, execute and evaluate targeted communications and offers.*
A. Marketing automation
B. Sales-force automation
C. Service automation - Answer-Marketing automation
*In multichannel environments, campaign management is particularly challenging.*
A. Marketing automation
B. Sales-force automation
C. Service automation - Answer-Marketing automation
*Event-based, or trigger, marketing is the term used to describe messaging and offer
presentation to customers at particular points in time. An event triggers the
communication and offer.*
A. Marketing automation
B. Sales-force automation
C. Service automation - Answer-Marketing automation
*Widely adopted in business-to-business environments*
A. Marketing automation
B. Sales-force automation
C. Service automation - Answer-Sales-force automation
*It applies technology to the management of a company's selling activities.*
A. Marketing automation
B. Sales-force automation
C. Service automation - Answer-Sales-force automation
, *Automation of selling activities is often linked to efforts to improve and standardize the
selling process.*
A. Marketing automation
B. Sales-force automation
C. Service automation - Answer-Sales-force automation
*It enables companies to automatically assign leads and track opportunities as they
progress through the sales pipeline towards closure.*
A. Marketing automation
B. Sales-force automation
C. Service automation - Answer-Sales-force automation
*Allows companies to manage their service operations, whether delivered through call
center, contact center, web or face-to-face.*
A. Marketing automation
B. Sales-force automation
C. Service automation - Answer-Service automation
*Enables users to become more efficient and effective by reducing service costs,
improving service quality, lifting productivity and increasing customer satisfaction.*
A. Marketing automation
B. Sales-force automation
C. Service automation - Answer-Service automation
*Uses a combination of direct and indirect channels especially for sales and service
functions.*
A. Marketing automation
B. Sales-force automation
C. Service automation - Answer-Service automation
*Concerned with capturing, storing, extracting, integrating, processing, interpreting,
distributing, using and reporting customer-related data to enhance both customer and
company value.*
A. Strategic CRM
B. Operational CRM
C. Analytical CRM
D. Collaborative CRM - Answer-Analytical CRM
*Builds on the foundation of customer-related information.*
A. Strategic CRM
B. Operational CRM
C. Analytical CRM
D. Collaborative CRM - Answer-Analytical CRM
List 4 internal sources for analytical CRM. - Answer-1- Sales data (purchase history)
2- Financial data (payment history, credit score)
