CIB 4203 - Chapter 3 exam questions with verified answers 2024

CIB 4203 - Chapter 3 exam questions with verified answers 2024 *CRM projects generally ______ technology implementations.* A. Involve B. Do not involve - ANSWERS Involve *People and processes ______ play a large part in CRM projects.* A. Can B. Cannot - ANSWERS Can *CRM projects ______ vary considerably in their scope.* A. Can B. Cannot - ANSWERS Can *CRM project that automates selling, marketing and service processes might involve ______ .* A. Process re-skilling, people reengineering B. Process reengineering, people re-skilling - ANSWERS Process reengineering, people re-skilling *CRM projects might span ______ .* A. Several years and cost many millions of dollars B. Several days and cost many thousands of dollars - ANSWERS Several years and cost many millions of dollars List the 5 design and planning phases of a CRM project - ANSWERS 1- Develop CRM strategy 2- Build CRM project foundations 3- Needs specification & partner selection 4- Project implementation 5- Performance evaluation List 6 items involved in Phase 1 (Develop the CRM strategy). - ANSWERS 1- Situation analysis 2- Commence CRM education 3- Set priorities 4- Establish goals and objectives 5- Identify people ,process and technology requirements 6- Develop the business case Define CRM strategy - ANSWERS CRM strategy is a high level plan of action that aligns people, processes and technology to achieve customer-related goals. *CRM strategy starts with ______.* A. Situation analysis B. Commence CRM education C. Set priorities D. Establish goals and objectives E. Identify people ,process and technology requirements F. Develop the business case - ANSWERS Situation analysis *______ sets out to describe, understand and appraise the company's current customer strategy.* A. Situation analysis B. Commence CRM education C. Set priorities D. Establish goals and objectives E. Identify people ,process and technology requirements F. Develop the business case - ANSWERS Situation analysis *The goal of ______ is to get a clear insight into the strengths and weaknesses of the company's customer strategy.* A. Situation analysis B. Commence CRM education C. Set priorities D. Establish goals and objectives E. Identify people ,process and technology requirements F. Develop the business case - ANSWERS Situation analysis Data for situation analysis can be collected from ______ List 4 items. - ANSWERS 1- Executives 2- Managers 3- Customer contact people 4- Customers (most important) *______ is one of the frameworks used for situation assessment.* A. Customer Strategy Cube B. Situation Assessment Framework - ANSWERS Customer Strategy Cube *The situation analysis answers the questions, ______ in terms of the three dimensions of the cube.* A. 'Who are we?', and 'Why are we still here?' B. 'Where are we now?', and 'Why are we where we are?' - ANSWERS 'Where are we now?', and 'Why are we where we are?' *______ are routes to market.* A. Way-points B. Channels - ANSWERS Channels Customer Strategy Cube is a three-dimensional analysis of your company's served ______ List 3 items. - ANSWERS 1- Customers or Market segments 2- Market offerings 3- Channels *Which segments do we target?* A. Customers or Market Segments B. Market Offerings C. Channels - ANSWERS Customers or Market Segments *Which segments do we serve?* A. Customers or Market Segments B. Market Offerings C. Channels - ANSWERS Customers or Market Segments *What are our customer-related marketing and sales objectives?* A. Customers or Market Segments B. Market Offerings C. Channels - ANSWERS Customers or Market Segments *How much do we sell to customers?* A. Customers or Market Segments B. Market Offerings C. Channels - ANSWERS Customers or Market Segments *How satisfied are they?* A. Customers or Market Segments B. Market Offerings C. Channels - ANSWERS Customers or Market Segments *What is our market share?* A. Customers or Market Segments B. Market Offerings C. Channels - ANSWERS Customers or Market Segments *Which products do we offer?* A. Customers or Market Segments B. Market Offerings C. Channels - ANSWERS Market Offering