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Improving Customer Relations Chapter Exam

Exam Instructions:

Choose your answers to the questions and click 'Next' to see the next set of questions. You can skip questions if you would like and come back to them later with the yellow "Go To First Skipped Question" button. When you have completed the practice exam, a green submit button will appear. Click it to see your results. Good luck!

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Question 1 1. What is a primary focus of a CRM system?

Question 2 2. How can a business construct a market profile for its target market?

Question 3 3. Why is having a CRM important to a business?

Question 4 4. Which one of the following is the best explanation of customer relations?

Question 5 5. Which term best describes a popular marketing strategy that centers around the acquisition, enhancement, and retention of long-term relationships that add value for the organization and the customer?

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Question 6 6. Customer Relationship Management (CRM) is a controlled system. Which option below contains the three focus areas of most businesses?

Question 7 7. How does operational CRM differ from analytical CRM?

Question 8 8. What's a core strategy you can take with customer relations?

Question 9 9. Why is communication important in customer relations?

Question 10 10. Online analytical processing (OLAP), data warehousing, and data mining database systems are used in which type of CRM system?

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Question 11 11. Which option below lists the three business areas targeted for a CRM system?

Question 12 12. Which option below identifies the overall objective of collecting customer-related information?

Question 13 13. Why is knowledge about effective customer relations so important?

Question 14 14. Customer opinions, both positive and negative, are usually collected and stored in which CRM system?

Question 15 15. Effective customer relations involves all but which of the following?

Improving Customer Relations Chapter Exam Instructions

Choose your answers to the questions and click 'Next' to see the next set of questions. You can skip questions if you would like and come back to them later with the yellow "Go To First Skipped Question" button. When you have completed the practice exam, a green submit button will appear. Click it to see your results. Good luck!

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