Question 1 (10 points) ______________ is at the heart of an IT-enabled CRM syste

Question

Question 1 (10 points)

______________ is at the heart of an IT-enabled CRM system

Question 1 options:

Contact management

Service / Contact desk support

Customer database

Operations management

Computer telephony Integration

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Question 3 (10 points)

Which of these is not an effective way to deal with resistance from employees to CRM strategies

Question 3 options:

Allowing people to make the change to to "grieve"

Listening and encouraging people to taslk about what is happening

Holding regular communication meetings

Trying to make quick fixes to quench the resistance

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Question 12 (10 points)

The growth of a CRM project is designed for:

Question 12 options:

Growth of Information Technology

Increased sales and revenue growth

Cost reduction and profitability

Improved Marketing techniques

Less emphasis on consumer data security

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Question 13 (10 points)

Capital One's "Test and Learn" strategy helps Marketing and Analysis teams to:

Question 13 options:

Develop ideas

Design products

Select target customers

All of the above

None of the above

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Question 14 (10 points)

Capital One's credit card customers who pay less than their entire balance and benefit from the interest - free grace period are segmented under:

Question 14 options:

Transactors

Revolvers

Select Target customers

All of the above

High Profit Yield customers or "HPY"

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Contact management

Service / Contact desk support

Customer database

Operations management

Computer telephony Integration

Explanation / Answer

______________ is at the heart of an IT-enabled CRM system

Question 1 options:

Contact management

Service / Contact desk support

Customer database

Operations management

Computer telephony Integration

Although a challenging affair, but creation of a mother database of customers, help us reflect upon their preferences, work upon their feedbacks and suggestions and facilitate the introduction and testing of new products or services in the market. This in turn enhances Organization’s efforts towards customer relationship. Hence customer database is at the heart of IT-Enabled CRM system.

Question 3 (10 points)

Which of these is not an effective way to deal with resistance from employees to CRM strategies

Question 3 options:

Allowing people to make the change to to "grieve"

Listening and encouraging people to taslk about what is happening

Holding regular communication meetings

Trying to make quick fixes to quench the resistance

Unnecessary haste of fixing the grievances of the customers only with the motto of quenching their resistance might as well backfire the Organization because appropriate analysis to the issue and systematic approach to the grievances shall not get a room to play its role when such a haste takes place. Hence trying to make quick fixes to quench the resistance is undesirable.

Question 12 (10 points)

The growth of a CRM project is designed for:

Question 12 options:

Growth of Information Technology

Increased sales and revenue growth

Cost reduction and profitability

Improved Marketing techniques

Less emphasis on consumer data security

In order to ensure there is steady growth of revenues in the business, boosting of sales is utmost necessary. Appropriate customer management measures with the help of CRM programs can help achieve the same. Hence CRM is designed for increased sales and revenue growth.

Question 13 (10 points)

Capital One's "Test and Learn" strategy helps Marketing and Analysis teams to:

Question 13 options:

Develop ideas

Design products

Select target customers

All of the above

None of the above

Capital One’s ‘Test and learn’ strategy has helped marketing and analysis team to develop and design the products that help to cater to the customers’ preferences through the use of Information technology. Besides, the system shall also facilitate the selection of target customers owing to the presence of CRM in place. Hence all of the above is true.

Contact management

Service / Contact desk support

Customer database

Operations management

Computer telephony Integration

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