A company is more likely to lose current customers if:

Question 1 (0.25 points)

(True/False). The primary financial impact of a robust CRM system results from retaining current customers versus obtaining new customers.

Question 1 options:

A) True

B) False

Question 2 (0.25 points)

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

Question 2 options:

Acquisition of new customers.

Retention of current customers.

Management of customers' accounts.

Management of customer-to-customer relationships.

Question 3 (0.25 points)

A company is more likely to lose current customers if:

Question 3 options:

A)

the company is unable to resolve issues quickly and fairly.

B)

the company does not offer a rewards program.

C)

the company sends many advertising emails.

D)

the company's service representative does not seem to have all the needed information from all the pertinent departments.

Question 4 (0.25 points)

(True/False). Data warehousing and data mining mean the same thing when applied to CRM.

Question 4 options:

A) True

B) False

Question 5 (0.25 points)

(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

Question 6 (0.25 points)

Which of the following would belong to the category of data mining tools:

Question 6 options:

Excel.

Word.

PowerPoint

Open Office.

Question 7 (0.25 points)

A data mining tool is:

Question 7 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.

Question 8 (0.25 points)

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:

A)

Privacy.

B)

Mining social media inputs.

C)

Cleaning up the data.

D)

Customers expect more contact from the company.

Question 9 (0.25 points)

A large travel agency has a customer service group that monitors its Facebook page on a 24/7 basis and responds immediately to posts about operational problems. Which of the following best describes the component of CRM in play here?

Question 9 options:

A)

Cleaning up the data.

B)

Keeping valuable staff.

C)

Privacy.

D)

Mining the social media inputs.

Question 10 (0.25 points)

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 10 options:

A)

acquiring new customers.

B)

promoting loyalty to the company.

C)

a special service for current customers.

D)

retention of customers.

Question 11 (0.25 points)

(True/False). Whether the focus is acquisition, loyalty, retention, or service, a company's use of CRM results in greater profits for the company.

Question 11 options:

A) True

B) False

Question 12 (0.25 points)

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

Each time a user sends a message via Twitter, another message is attached to the end advertising the availability of that tool.

Question 12 options:

A)

Yes

B)

No

Question 13 (0.25 points)

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

When you sign onto your favorite social networking website, you get messages from friends who have seen a television show they thought was a "must see!"

Question 13 options:

A)

Yes

B)

No

Question 14 (0.25 points)

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 14 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

Question 15 (0.25 points)

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 15 options:

A)

Yes

B)

No

Question 16 (0.25 points)

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 16 options:

A)

Yes

B)

No

Question 17 (0.25 points)

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 17 options:

A)

Yes

B)

No

Question 18 (0.25 points)

(True/False). If you change any of the data in your source worksheet, the PivotTable will not update automatically.

Question 18 options:

True

False

Question 19 (0.25 points)

Goal Seek is the only type of What-if Analysis provided by Excel 2013 or 2016.

Question 19 options:

True

False

Question 20 (0.25 points)

(True/False). To create a Pivot Chart, you would first select the Design tab from the PivotTable Tools.

Question 20 options:

True

False