CIB 4203 - Chapter 3 exam questions with verified
answers 2025
/*CRM projects generally ______ technology implementations.*
A. Involve
B. Do not involve
/.*People and processes ______ play a large part in CRM projects.*
A. Can
B. Cannot
/.*CRM projects ______ vary considerably in their scope.*
A. Can
B. Cannot -
/.*CRM project that automates selling, marketing and service processes might involve
______ .*
A. Process re-skilling, people reengineering
B. 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
/.List the 5 design and planning phases of a CRM project - Answer-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). - Answer-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 - Answer-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
/.*______ 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 -
/.*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
/.Data for situation analysis can be collected from ______
List 4 items. - Answer-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 -
/.*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?
/.*______ are routes to market.*
A. Way-points
B. Channels
answers 2025
/*CRM projects generally ______ technology implementations.*
A. Involve
B. Do not involve
/.*People and processes ______ play a large part in CRM projects.*
A. Can
B. Cannot
/.*CRM projects ______ vary considerably in their scope.*
A. Can
B. Cannot -
/.*CRM project that automates selling, marketing and service processes might involve
______ .*
A. Process re-skilling, people reengineering
B. 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
/.List the 5 design and planning phases of a CRM project - Answer-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). - Answer-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 - Answer-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
/.*______ 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 -
/.*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
/.Data for situation analysis can be collected from ______
List 4 items. - Answer-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 -
/.*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?
/.*______ are routes to market.*
A. Way-points
B. Channels
