CIB 4203 - Chapter 4 exam questions with verified
answers
/*______ rely on customer-related data*
A. Strategic CRM only
B. All forms of CRM
/.*______ CRM focuses on keeping profitable customers.*
A. Strategic
B. Operational
C. Analytical
D. Collaborative
/.*______ CRM focuses on processes automation.*
A. Strategic
B. Operational
C. Analytical
D. Collaborative
/.*______ CRM applies data mining for tactical and strategic purposes.*
A. Strategic
B. Operational
C. Analytical
D. Collaborative
/.*______ CRM sharing data with partners.*
A. Strategic
B. Operational
C. Analytical
D. Collaborative -
/.*______ databases are the foundation for the execution of CRM strategy.*
A. Process-related
B. Customer-related -
/.What are customer-related data? - Answer-Customer-related data is anything pertinent
to the development and maintenance of customer relationships.
/.*Customer-related data can have a current, past or future perspective focussing upon
______ .*
A. Current opportunities, historic sales, or potential opportunities
B. Current sales, historic opportunities, or possible opportunities - Answer-Current
opportunities, historic sales, or potential opportunities
, /.Customer-related data might be about ______.
List 5 items. - Answer-1- Individual customers
2- Customer cohorts
3- Customer segments
4- Market segments
5- Entire markets
/.Customer-related data might contain ______.
List 3 items. - Answer-1- Product information
2- Competitor information
3- Regulatory data
/.Where can you find customer-related data?
List 3 places. - Answer-1- In functional areas
2- In channel silos
3- In product silos
/.*Sales, marketing, service, logistics and accounts.*
A. In functional areas
B. In channel silos
C. In product silos - Answer-In functional areas
/.*Each serving different operational purposes.*
A. In functional areas
B. In channel silos
C. In product silos - Answer-In functional areas
/.*Each recording different customer-related data such as opportunities, campaigns,
enquiries, deliveries, and billing.*
A. In functional areas
B. In channel silos
C. In product silos - Answer-In functional areas
/.*Company-owned retail stores, third-party retail outlets and online retail*
A. In functional areas
B. In channel silos
C. In product silos - Answer-In channel silos
/.*Different product managers might maintain their own customer-related data.*
A. In functional areas
B. In channel silos
C. In product silos - Answer-In product silos
/.Most databases share a common structure.
List 3 components of it. - Answer-1- Files (tables)
answers
/*______ rely on customer-related data*
A. Strategic CRM only
B. All forms of CRM
/.*______ CRM focuses on keeping profitable customers.*
A. Strategic
B. Operational
C. Analytical
D. Collaborative
/.*______ CRM focuses on processes automation.*
A. Strategic
B. Operational
C. Analytical
D. Collaborative
/.*______ CRM applies data mining for tactical and strategic purposes.*
A. Strategic
B. Operational
C. Analytical
D. Collaborative
/.*______ CRM sharing data with partners.*
A. Strategic
B. Operational
C. Analytical
D. Collaborative -
/.*______ databases are the foundation for the execution of CRM strategy.*
A. Process-related
B. Customer-related -
/.What are customer-related data? - Answer-Customer-related data is anything pertinent
to the development and maintenance of customer relationships.
/.*Customer-related data can have a current, past or future perspective focussing upon
______ .*
A. Current opportunities, historic sales, or potential opportunities
B. Current sales, historic opportunities, or possible opportunities - Answer-Current
opportunities, historic sales, or potential opportunities
, /.Customer-related data might be about ______.
List 5 items. - Answer-1- Individual customers
2- Customer cohorts
3- Customer segments
4- Market segments
5- Entire markets
/.Customer-related data might contain ______.
List 3 items. - Answer-1- Product information
2- Competitor information
3- Regulatory data
/.Where can you find customer-related data?
List 3 places. - Answer-1- In functional areas
2- In channel silos
3- In product silos
/.*Sales, marketing, service, logistics and accounts.*
A. In functional areas
B. In channel silos
C. In product silos - Answer-In functional areas
/.*Each serving different operational purposes.*
A. In functional areas
B. In channel silos
C. In product silos - Answer-In functional areas
/.*Each recording different customer-related data such as opportunities, campaigns,
enquiries, deliveries, and billing.*
A. In functional areas
B. In channel silos
C. In product silos - Answer-In functional areas
/.*Company-owned retail stores, third-party retail outlets and online retail*
A. In functional areas
B. In channel silos
C. In product silos - Answer-In channel silos
/.*Different product managers might maintain their own customer-related data.*
A. In functional areas
B. In channel silos
C. In product silos - Answer-In product silos
/.Most databases share a common structure.
List 3 components of it. - Answer-1- Files (tables)
