MIS 180 EXAM QUESTIONS AND
CORRECT ANSWERS ALREADY
PASSED
There are three phases in the evolution of CRM 1: reporting, 2: analyzing, and 3:
predicting. What do CRM predicting technologies help organizations accomplish? -
Answer-make predictions regarding customer behavior such as which customers are at
risk of leaving
What is an organization performing when it asks questions such as 'why was customer
revenue so high?' - Answer-CRM analyzing technologies
What supports back-office operations and strategic analysis and includes all systems
that do not deal directly with the customers - Answer-Analytical CRM
Which of the following is not one of the three phases in the evolution of CRM - Answer-
Processing
Which of the following operational CRM technologies does the marketing department
typically use? - Answer-list generator, campaign management, cross-selling and up-
selling
Which of the following operational CRM technologies does the customer service
department typically use? - Answer-contact center, web-based self-service, call
scripting
Which of the following is where customer service representatives answer customer
inquiries and respond to problems through a number of different customer touchpoints?
- Answer-contact center
What is automatic call distribution - Answer-a phone switches routes inbound calls to
available agents
Why is CRM one of the most valuable assets a company can acquire - Answer-CRM
has proven to increase customer loyalty and retention and an organization's profitability
What is perspective dialing? - Answer-automatically dials outbound calls and when
someone answers, the call is forwarded to an available agent
, What is interactive voice response (IVR)? - Answer-directs customers to use touch-tone
phones or keywords to navigate or provide information
What focuses on keeping vendors satisfied by managing alliance partner and reseller
relationships that provide customers with the optimal sales channel? - Answer-partner
relationship management
Which of the following represents the different information formats? - Answer-document,
presentation, spreadsheet, database
Which of the follwoing represents the different information granularities? - Answer-
detail, summary, aggregate
What encompasses all of the information contained within a single business process or
unit of work and its primary purpose is to support the performing of daily operational
tasks? - Answer-Transactional information
What encompasses all organizational information and its primary purpose is to support
the performing or managerial analysis tasks? - Answer-analytical information
what is immediate, up-to-date information? - Answer-real-time information
what provides real-time information in response to query requests? - Answer-real-time
systems
What is one of the biggest pitfalls associated with real-time information? - Answer-it
continually changes
Which of the following is not one of the five characteristics common to high quality? -
Answer-quantity
What accesses organizational databases that track similar issues or questions and
automatically generate the details to the CSR who can then relay them to the customer?
- Answer-Call scripting
Which of the following implies that aggregate or summary information is in agreement
with detailed information? - Answer-consistency
whichof the following implies that information is current with respect to the business
requirement? - Answer-timeliness
In the relational database model, what is a person, place, thing, transaction, or event
about which information is stored? - Answer-entity
Why do relational databases use primary keys and froeign keys? - Answer-to create
logical relationships
CORRECT ANSWERS ALREADY
PASSED
There are three phases in the evolution of CRM 1: reporting, 2: analyzing, and 3:
predicting. What do CRM predicting technologies help organizations accomplish? -
Answer-make predictions regarding customer behavior such as which customers are at
risk of leaving
What is an organization performing when it asks questions such as 'why was customer
revenue so high?' - Answer-CRM analyzing technologies
What supports back-office operations and strategic analysis and includes all systems
that do not deal directly with the customers - Answer-Analytical CRM
Which of the following is not one of the three phases in the evolution of CRM - Answer-
Processing
Which of the following operational CRM technologies does the marketing department
typically use? - Answer-list generator, campaign management, cross-selling and up-
selling
Which of the following operational CRM technologies does the customer service
department typically use? - Answer-contact center, web-based self-service, call
scripting
Which of the following is where customer service representatives answer customer
inquiries and respond to problems through a number of different customer touchpoints?
- Answer-contact center
What is automatic call distribution - Answer-a phone switches routes inbound calls to
available agents
Why is CRM one of the most valuable assets a company can acquire - Answer-CRM
has proven to increase customer loyalty and retention and an organization's profitability
What is perspective dialing? - Answer-automatically dials outbound calls and when
someone answers, the call is forwarded to an available agent
, What is interactive voice response (IVR)? - Answer-directs customers to use touch-tone
phones or keywords to navigate or provide information
What focuses on keeping vendors satisfied by managing alliance partner and reseller
relationships that provide customers with the optimal sales channel? - Answer-partner
relationship management
Which of the following represents the different information formats? - Answer-document,
presentation, spreadsheet, database
Which of the follwoing represents the different information granularities? - Answer-
detail, summary, aggregate
What encompasses all of the information contained within a single business process or
unit of work and its primary purpose is to support the performing of daily operational
tasks? - Answer-Transactional information
What encompasses all organizational information and its primary purpose is to support
the performing or managerial analysis tasks? - Answer-analytical information
what is immediate, up-to-date information? - Answer-real-time information
what provides real-time information in response to query requests? - Answer-real-time
systems
What is one of the biggest pitfalls associated with real-time information? - Answer-it
continually changes
Which of the following is not one of the five characteristics common to high quality? -
Answer-quantity
What accesses organizational databases that track similar issues or questions and
automatically generate the details to the CSR who can then relay them to the customer?
- Answer-Call scripting
Which of the following implies that aggregate or summary information is in agreement
with detailed information? - Answer-consistency
whichof the following implies that information is current with respect to the business
requirement? - Answer-timeliness
In the relational database model, what is a person, place, thing, transaction, or event
about which information is stored? - Answer-entity
Why do relational databases use primary keys and froeign keys? - Answer-to create
logical relationships
