IS 300 Chapter 12 MC

1) A 360 degree view of a customer is facilitated by __________. a. ERP b. FAIS c. SCM d. TPS

a

1) A(n) _________ CRM system is an interactive system that enables an organization to conduct communications related to sales, marketing, and customer service activities through a mobile medium. a. Mobile b. On-demand c. Open-source d. Real-time e. Social

a

1) An organization's goal with CRM is to minimize ____________. a. Customer churn b. Lifetime value c. Market capitalization d. Shipment costs

a

1) Data warehouses, data mining, DSS, and other BI technologies interact with ________ CRM systems. a. Analytical b. Decisional c. Intelligent d. Operational

a

1) Every Microsoft Windows user had a copy of Internet Explorer when they got a new computer in the 1990s. This is an example of _________. a. Bundling b. Cross-selling c. Targeting d. Upselling

a

1) The _____________ approach is designed to achieve customer intimacy. a. CRM b. ERP c. FAIS d. SCM

a

1) __________ is a centralized office set up to receive and transmit a large volume of requests by telephone. a. A call center b. A contact management system c. Inbound teleservice d. Outbound telesales

a

1) ___________ is NOT a problem associated with on-demand CRM systems. a. Cost b. Integration c. Modification d. Reliability

a

1) ____________ CRM systems provide business intelligence by analyzing customer behavior and perceptions. a. Analytical b. Intelligent c. Operational d. Persuasive

a

1) _______________ is the loss of customers over time. a. Customer churn b. Customer depreciation c. Lifetime value d. Market capitalization

a

1) A(n) ___________ CRM system is one that is hosted by an external vendor in the vendor's data center. a. Mobile b. On-demand c. Open-source d. Real-time e. Social

b

1) Amazon's "Customers Who Bought ... Also Bought" recommender system is an example of ___________. a. Bundling b. Cross-selling c. Targeting d. Upselling

b

1) Analytical CRM systems analyze customer data for a variety of purposes. _________ is NOT one of these purposes. a. Designing and executing targeted marketing campaigns b. Identifying the most profitable customers to give them the best service c. Increasing customer acquisition, cross-selling, and upselling d. Providing financial forecasting and customer profitability analysis

b

1) In customer-________________ CRM applications, an organization's sales, field service, and customer interaction center representatives interact directly with customers. a. directing b. facing c. interacting d. touching

b

1) Low-end CRM system are designed for enterprises with ___________. a. many large customers b. many small customers c. few large customers d. few small customers

b

1) You get a call from a telemarketer at dinner trying to sell life insurance. This is an example of a customer-__________ CRM application and ____________. a. facing; inbound teleservice b. facing; outbound telesales c. touching; inbound teleservice d. touching; outbound telesales

b

1) __________ CRM systems are also known as SaaS. a. Mobile b. On-demand c. Open-source d. Real-time e. Social

b

1) ____________ CRM systems provide effective and efficient interactive communication with the customer throughout the entire organization. a. Analytical b. Collaborative c. Decisional d. Operational

b

1) ____________ is a customer's potential revenue stream over a number of years. a. Customer churn b. Lifetime value c. Market capitalization d. Revenue-by-customer

b

1) _____________ uses a beacon and smartphone app to track children in public places. a. Google Maps b. Nivea c. Oracle Arena d. Tring313

b

You are having problems connecting your computer to your college's network, so you call the IT help desk. This is a customer-______________ CRM application. a. Directing b. Facing c. Interacting d. Touching

b

1) Customer-touching CRM applications are also called ________ CRM applications. a. analytical b. collaborative c. electronic d. traditional

c

1) High-end CRM system are designed for enterprises with ___________. a. many large customers b. many small customers c. few large customers d. few small customers

c

1) If customers can communicate directly with the company to initiate a sales order, inquire about products and services before placing an order, and obtain information about a transaction they have already made, it is called _________. a. a configurator b. a contact management system c. inbound teleservice d. outbound telesales

c

1) Influencing the ____________ is the key to success for pharmaceutical sales representatives. a. Customer b. Pharmacist c. Physician d. Supplier

c

1) Priceline focused its new system on ____________. a. addressing analytical CRM system issues b. customer acquisition through a better website c. data consolidation (360-degree view) d. supplier relations to get cheaper prices

c

1) _________ CRM systems have source code that is available to developers and users. a. Mobile b. On-demand c. Open-source d. Real-time e. Social

c

1) __________ is a risk of open-source CRM systems. a. Cost b. Customization c. Quality control d. Variety

c

1) __________ is the number of shares of a company's stock outstanding multiplied by the price per share of the stock. a. Customer churn b. Lifetime value c. Market capitalization d. Return on investment

c

1) ___________ enable customers to model the product to meet their specific needs. a. A contact management system b. A sales lead tracking system c. Configurators d. Inbound teleservice

c

1) _____________ enable(s) the Golden State Warriors to provide better service and to deepen customer loyalty. a. Artificial intelligence b. Data mining and BI c. Location-based services d. RFID tracking

c

1) Companies CANNOT use technology to ___________ customers. a. create new habits in b. manipulate c. persuade d. technology can be used in all of these ways

d

1) Location-based service notifications work well for the Golden State Warriors in regard to __________. a. customers purchasing more pizza to get a free popcorn b. delivering instant replays to fans in the arena c. getting a complete picture of their fans d. making it easier for fans to upgrade seats

d

1) When organizations create a call list for the sales team, whose members contact sales prospects, this is called _____________. a. a call center b. a contact management system c. inbound teleservice d. outbound telesales

d

1) You go to the local electronics store to purchase a tablet, and the sales guy talks you into buying a laptop. This is an example of _________. a. Bundling b. Cross-selling c. Targeting d. Upselling

d

1) __________ is NOT related to SFA. a. A contact management system b. A sales lead tracking system c. Configurators d. Inbound teleservice

d

1) ___________ are the largest generator of revenue for an enterprise. a. Cheaper products from China b. Low shipment costs c. New customers d. Repeat customers

d

1) _________ CRM systems engage customers in collaborative conversations to provide mutually beneficial value in a trusted and transparent manner. a. Mobile b. On-demand c. Open-source d. Real-time e. Social

e