Note: It is recommended that you save your response as you complete each question.

Question 1 (0.25 points)

 

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

Question 2 (0.25 points)

 

All other issues aside, a customer is __________ to do business or increase business with a company if a customer perceives that a service issue is not dealt with fairly.

Question 2 options:

	A)  likely
	B)  not likely

Question 3 (0.25 points)

 

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.

Question 4 (0.25 points)

 

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

Question 4 options:

	A) True
	B) False

Question 5 (0.25 points)

 

(True/False). Demographic data is the collection of data related to customer age, gender, location, income level, and so on.

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 warehouse 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.

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 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.

Question 11 (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 11 options:

	A)  acquiring new customers.
	B)  promoting loyalty to the company.
	C)  a special service for current customers.
	D)  retention of customers.

Question 12 (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 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)

 

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 14 options:

	A)  Yes
	B)  No

Question 15 (0.25 points)

 

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 15 options:

	A)  Yes
	B)  No

Question 16 (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 16 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 17 (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 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 if the only type of What-if Analysis provided by Excel 2013 or 2016.

Question 19 options:

	True
	False

Question 20 (0.25 points)

 

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.

 

Attachments:

• 1507982741-CRM Data Warehouses and Data Mining-Analytics1 1.pdf
• 1507982742-quiz 4.docx