IS 290 EXAM#3 Chapter 11 – Flashcards

Which of the following is not a CRM industry best practice? Scalability for organizational growth. Define information needs and flows. Implement using the big-bang approach. Build an integrated view of the customer.

Which of the following is the first CRM implementation strategy? Implement in iterations. Build an integrated view of the customer. Define information needs and flows. Clearly communicate the CRM strategy.

What supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers? All of these Analytical CRM Personalization Operational CRM

What can analytical CRM modeling tools discover? Identify opportunities for up-selling. All of these. Identify opportunities for expanding customer relationships. Identify opportunities for cross-selling.

Who did Business 2.0 rank as number one in the top 50 people who matter most in business? Bill Gates Michael Dell You - the business analyst You - the customer

Which of the following represents operational CRM? Supports day-to-day front-office operations. Supports operations that deal directly with the customers. Supports traditional transactional processing. All of these.

CRM allows an organization to accomplish all of the following except: Help sales staff close deals faster. Complicate marketing and sales processes. Make call centers more efficient. Provide better customer service.