Implementing Customer Relationship Management


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question 1 of 3

Which of the following items is NOT one of the 3 items that should be focused on when implementing a CRM system?

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1. Which of the following roles is the MOST important in a CRM implementation?

2. Your CRM business processes need to support your workflow. Which of the following step is LEAST likely to help define these processes?

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About This Quiz & Worksheet

You will be able to gauge your understanding of steps you can take to successfully implement a customer relationship management system when you complete the quiz and worksheet. To pass the quiz, you should familiarize yourself with topics along the lines of defining CRM business processes and role within the business that are vital to implementation of a CRM system.

Quiz & Worksheet Goals

Utilize this quiz and worksheet set to assess yourself on the following topics:

  • Factors to focus on when implementing a CRM system
  • Roles within a business most needed to ensure successful implementation
  • Steps to define CRM business processes
  • Reasons to implement a CRM system
  • Initial step to determine the appropriate CRM technology for a company

Skills Practiced

As you work through the quiz and corresponding worksheet, you will practice the following skills:

  • Critical thinking - examine the steps a business can take to determine which CRM business processes will support the company's workflow and which of those steps will be the most helpful
  • Information recall - access the knowledge you have gained about which roles within a businesses are vital to the successful implementation of CRM technology
  • Reading comprehension - draw the most important information about factors a business should focus on when implementing a CRM system from the related lesson

Additional Learning

Learn more about this topic by viewing the accompanying lesson, Implementing Customer Relationship Management. It covers the following objectives:

  • Examine how the user community can influence the implementation of CRM
  • Explore the steps to define effective business processes
  • Understand the role of executive sponsorship to a new CRM technology
  • Recognize a variety of typical objectives for CRM software
  • Define the role of middle management in the implementation of CRM technology
Final Exam
Understanding Customer Relationship Management Basics
This course currently has no practice test
Chapter Exam