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Question 1

Question 1 Unsaved

In terms of customer service issues , which of the following is the least likely reason for using a robust CRM?

Question 1 options:

A)	A CRM can provide a more rapid response to queries and concerns by forwarding the query to the right department.

B)	A CRM can enable members of pertinent departments to have access to all the relevant information, enabling them to answer queries and resolve problems quickly and easily.

C)	A CRM can provide a company's marketing department with information needed to identify and target newcustomers.

D)	A CRM can optimize the information shared among departments, resulting in better management of existing accounts.

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Question 2

Question 2 Saved

In this diagram of traditional CRM, what seems to be missing?

Question 2 options:

	Managers
	Support
	Customers
	Relationships

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Question 3

Question 3 Saved

Which of the following would NOT be considered a primary application supported by CRM.

Question 3 options:

	Acquisition of new customers.
	Retention of current customers.
	Management of customers' accounts.
	Management of customer-to-customer relationships.

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Question 4

Question 4 Saved

(True/False). Data warehousing is the process of extracting data from a data warehouse.

Question 4 options:

	A) True
	B) False

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Question 5

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(True/False). A data warehouse will typically contain the history of all previous interactions with specific users (including product use and transactions), but rarely includes other types of data.

Question 5 options:

	A) True
	B) False

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Question 6 (0.25 points)

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A data warehouse is:

Question 6 options:

	a place where raw data about customers, products, transactions, etc., is stored.
	a software program used to retrieve and analyze data stored in a relational database.
	a source for big data.
	a point of sale system.

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Question 7 (0.25 points)

Question 7 Unsaved

Which of the following would be a typical use of data analytics?

Question 7 options:

	To gather and store raw data about customers, products, transactions, etc.
	To evaluate data in order to improve productivity and business gain.
	To query the contents of a data warehouse.
	To alert the analyst to gaps in current data set.

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Question 8 (0.25 points)

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You are annoyed by receiving identical marketing messages from an online shopping site you have used. If the company wishes to maintain a good relationship with you, which of the following CRM components needs to be addressed to improve customer satisfaction?

Question 8 options:

Privacy.

B)	Mining social media inputs.

C)	Cleaning up the data.

D)	Customers expect more.

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Question 9 (0.25 points)

Question 9 Saved

You make a phone call to your local electricity company with a question about your most recent bill. You are passed from department to department before finally getting to a representative who can address your concerns. Which of the following CRM components needs to be addressed in order to make your contact less time-consuming?

Question 9 options:

Privacy.

B)	Mining social media inputs.

C)	Keeping valuable staff.

D)	Cleaning up the data.

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Question 10 (0.25 points)

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You want to change your cell phone plan and call the company to discuss options. This is a typical example of CRM that focuses on __________.

Question 10 options:

A)	loyalty programs for current customers.

B)	customer service and support.

C)	profitability for the company.

D)	acquisition of new customers.

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Question 11 (0.25 points)

Question 11 Unsaved

You receive an offer for a credit card that can be use to accrue points that apply to purchase of airline tickets. This comes from a bank that you currently do not use for any banking services. This is a form of CRM that is most typically used for __________.

Question 11 options:

A)	acquiring new customers.

B)	promoting loyalty to the company.

C)	a special service for current customers.

D)	retention of customers.

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Question 12 (0.25 points)

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You make an airline reservation using the airline's website. While at the site, you are encouraged to "Follow us on..." Facebook, YouTube, or Twitter. You visit the airline's Facebook page and read notices and comments. What is this an example of?

Question 12 options:

A)	Increasing brand awareness through groups or fans.

B)	Direct advertising.

C)	Using the company's own social networking site.

D)	Viral marketing.

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Question 13 (0.25 points)

Question 13 Unsaved

When you sign on to your favorite social media website, a number of sponsored ads appear on your home page. Which category of social media advertising does this represent?

Question 13 options:

A)	Direct advertising.

B)	Sending ads to a person's network of friends.

C)	Increasing brand awareness through groups or fans.

D)	Using the company's own social networking site.

E)	Viral marketing

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Question 14 (0.25 points)

Question 14 Unsaved

Is the following an example of increasing brand awareness through groups or fans? Select Yes or No

You "Friend" or "Like" a page on your favorite social media page that advertises a product you approve.

Question 14 options:

Yes

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Question 15 (0.25 points)

Question 15 Unsaved

Is the following an example of increasing brand awareness through groups or fans? Select Yes or No

When you sign on to your favorite social media website, a number of sponsored ads appear on your home page.

Question 15 options:

Yes

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Question 16 (0.25 points)

Question 16 Unsaved

Is the following an example of social media viral marketing? Indicate your response by selecting Yes or No.

When you sign on to your favorite social media website, a number of sponsored ads appear on your home page.

Question 16 options:

Yes

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Question 17 (0.25 points)

Question 17 Unsaved

Is the following an example of increasing brand awareness through groups or fans? Select Yes or No.

Your instant messaging service attaches a message to the bottom of each message inviting the recipient to sign up for this same service provider.

Question 17 options:

Yes

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Question 18 (0.25 points)

Question 18 Unsaved

What function is used to narrow down the data in a Pivot Table?

Question 18 options:

	Filters
	Sort
	Select
	Insert

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Question 19 (0.25 points)

Question 19 Unsaved

(True/False). Goal Seek allows to you put various parts together to calculate a result.

Question 19 options:

	True
	False

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Question 20 (0.25 points)

Question 20 Unsaved

Every time you select different PivotChart fields

Question 20 options:

	The chart changes and the Pivot Table itself changes.
	The chart changes but the Pivot Table itself remains the same.

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