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MIS 180 Practice Test Questions and Answers All Correct Which of the following represents operational CRM - Answer-a. supports traditional transactional processing b. supports day-to-day front-office operations c. supports operations that deal directly with the customers *d. all of the abo...

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  • August 29, 2024
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  • 2024/2025
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MIS 180 Practice Test Questions
and Answers All Correct

Which of the following represents operational CRM - Answer-a. supports traditional
transactional processing
b. supports day-to-day front-office operations
c. supports operations that deal directly with the customers
*d. all of the above*

Why is CRM one of the most valuable assets a company can acquire - Answer-CRM
has proven to increase customer loyalty and retention and an organization's profitability

There are three phases in the evolution of CRM 1: reporting, 2: analyzing, and 3:
predicting. What do CRM predicting technologies help organizations accomplish? -
Answer-make predictions regarding customer behavior such as which customers are at
risk of leaving

What is an organization performing when it asks questions such as 'why was customer
revenue so high?' - Answer-CRM analyzing technologies

What supports back-office operations and strategic analysis and includes all systems
that do not deal directly with the customers - Answer-Analytical CRM

Which of the following is not one of the three phases in the evolution of CRM - Answer-
Processing

Which of the following operational CRM technologies does the marketing department
typically use? - Answer-list generator, campaign management, cross-selling and up-
selling

what guides users through marketing campaigns performing such tasks as campaign
definition, planning, scheduling, segmentation, and success anaylsis? - Answer-
campaign management system

what compiles customer information from a variety of sources and segments the
information for different marketing campaigns? - Answer-list generator

what is mcdonald's performing when it asks its customers if they would like to super-
size their meals - Answer-up-selling

, What automates each phase of the sales process, helping individuals sales
representatives coordinate and organize all of their accounts? - Answer-sales
management systems

which of the following represents sales force automation? - Answer-a system that
automatically tracks all of the steps in the sales process

what targets sales opportunities by finding new customers or companies for future
sales? - Answer-oppurtunity management system

Which of the following represents the different information formats? - Answer-document,
presentation, spreadsheet, database

Which of the follwoing represents the different information granularities? - Answer-
detail, summary, aggregate

What encompasses all of the information contained within a single business process or
unit of work and its primary purpose is to support the performing of daily operational
tasks? - Answer-Transactional information

What encompasses all organizational information and its primary purpose is to support
the performing or managerial analysis tasks? - Answer-analytical information

what is immediate, up-to-date information? - Answer-real-time information

what provides real-time information in response to query requests? - Answer-real-time
systems

What is one of the biggest pitfalls associated with real-time information? - Answer-it
continually changes

Which of the following is not one of the five characteristics common to high quality? -
Answer-quantity

What accesses organizational databases that track similar issues or questions and
automatically generate the details to the CSR who can then relay them to the customer?
- Answer-Call scripting

Which of the following implies that aggregate or summary information is in agreement
with detailed information? - Answer-consistency

whichof the following implies that information is current with respect to the business
requirement? - Answer-timeliness

In the relational database model, what is a person, place, thing, transaction, or event
about which information is stored? - Answer-entity

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