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CIB 4203 - Chapter 1 exam questions with correct answers 2025

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CIB 4203 - Chapter 1 exam questions with correct answers 2025 /*______ is about creating sustainable connections between an organization and its customers.* A. ARM B. BRM C. CRM D. DRM - Answer-CRM /.*CRM evolved in the late ______ as a way to redefine customer and company relations, mostly with the help of computerized measurement tools.* A. 1980's B. 1990's C. 2000's D. 2010's - Answer-1990's /.*Organizations that implement CRM programs do so because the impact to their bottom line is immediately measurable.* A. True B. False - Answer-True /.*Implementing a CRM program is a cheap undertaking.* A. True B. False - Answer-*False* Implementing a CRM program is an expensive undertaking. /.List 3 things that the CRM theory includes. - Answer-1- Recording every customer and company interaction. 2- Developing sophisticated database measurement tools to demonstrate consumer preferences. 3- Collecting data for a blatant purpose: shrink cost and increase employee productivity. 4- A focus on servicing existing customers (retention) rather than recruiting new ones. 5- Reliance on highly skilled use of resources at significant price. /.List 4 types of CRM - Answer-1- Strategic CRM 2- Operational CRM 3- Analytical CRM 4- Collaborative CRM /.*Focused upon the development of a customer-centric business culture.* A. Strategic CRM B. Operational CRM C. Analytical CRM D. Collaborative CRM - Answer-Strategic CRM /.*This culture is dedicated to winning and keeping customers by creating and delivering value better than competitors.* A. Strategic CRM B. Operational CRM C. Analytical CRM D. Collaborative CRM - Answer-Strategic CRM /.*The culture is reflected in leadership behaviors, the design of formal systems of the company, and the myths and stories that are created within the firm.* A. Strategic CRM B. Operational CRM C. Analytical CRM D. Collaborative CRM - Answer-Strategic CRM /.*In a customer-centric culture you would expect resources to be allocated where they would best enhance customer value, reward systems to promote employee behaviors that enhance customer satisfaction and retention, and customer information to be collected, shared and applied across the business.* A. Strategic CRM B. Operational CRM C. Analytical CRM D. Collaborative CRM - Answer-Strategic CRM /.*Shares a set of beliefs about putting the customer first. It collects, disseminates and uses customer and competitive information to develop better value propositions for customers.* A. Strategic CRM B. Operational CRM C. Analytical CRM D. Collaborative CRM - Answer-Strategic CRM /.*A customer-centric firm is a learning firm that constantly adapts to customer requirements and competitive conditions. There is evidence that customer-centricity correlates strongly with business performance.* A. Strategic CRM B. Operational CRM C. Analytical CRM D. Collaborative CRM - Answer-Strategic CRM /.Customer-centricity competes with 3 other business orientations. What are they? - Answer-1- Product-oriented

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CIB 4203 - Chapter 1 exam questions with correct
answers 2025

/_____ _____ is the belief that there is a technique, method or process that is more
effective at delivering a particular outcome than any other - Answer-Best Practice

/.A Best Practice is the belief that there is a ______ , _____ or _____ that is more
effective at delivering a particular outcome than any other. - Answer-- technique
- method
- process

/.How many best practices are there? - Answer-10

/.What are the 3 areas that the implementing techniques are categorized into? -
Answer-1. Procurement
2. Contracting
3. Execution

/.All DB members should be _____ and _____ in the DB process and be knowledgeable
of the differences between DB and other delivery systems. - Answer-- educated
- trained

/._____ is the essence of Design-Build Done Right - Answer-Teaming

/.What are the 4 key factors enabling Team Alignment? - Answer-1. Early Involvement
2. Qualifications-Based Selection
3. Cost Transparency
4. Fostering an Environment of Trust

/.The most successful projects engage core team members in the _____ process,
before advancing beyond _____ design. - Answer-- design
- schematic

/.Early involvement enables deeper participation in _____ practices. - Answer-integrated

/.Projects should be staffed with individuals that are _____ and ______ in the
implementation of DB best practice and whose _______ are well-suited to the
collaborative nature of the DB process - Answer-- educated
- experienced
- personalities

/.Senior leadership must support DB project _____. - Answer-delivery

, /._____ should create an organization that supports the successful procurement and
execution of a DB project with key personnel _____ and _____ in DB project delivery in
an _____ and _____ environment. - Answer-- Owners
- educated
- trained
- integrated
- collaborative

/.Executive leadership requires _____ _____. - Answer-True Believers

/._____ are responsible for an integrated and collaborative environment. - Answer-
Owners

/.Owners are responsible for an _____ and ______ environment. - Answer-- integrated
- collaborative

/.Owners must sustain an atmosphere of _____ and _____. - Answer-- trust
- flexibility

/.Owners must consistently operate from an _____ DB mindset. - Answer-integrated

/._____ _____ has a unique definition for each project. - Answer-Design Excellence

/._____ and _____ should collaboratively and jointly define the design value that best
meet Owner's goals for each project. - Answer-- Owners
- Design-Builders

/.Owners and Design-Builders should collaboratively and jointly define the _____ _____
that best meet Owner's goals for each project. - Answer-Design Value

/._____ _____ is the time from Notice of Award to the end of the warranty period. -
Answer-Post Award

/.Post Award is the time from _____ __ _____ to the end of the _____ period. - Answer-
- Notice of Award
- Warranty

/._____ Management typically focuses on building the project. - Answer-Construction

/._____-_____ _____ involves managing people through the ENTIRE process. -
Answer-Design-Build Leadership

/.What are the 5 main stages of DB Leadership? - Answer-1. Project team formation
and alignment.
2. Project pursuit and procurement.
3. Design integration and advancement.

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