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Multiple Choice Quiz
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1
What does CRM allow an organization to accomplish?
A)Provide better customer service
B)Make call centers more efficient
C)Help sales staff close deals faster
D)All of the above
2
Which of the following is one of the CRM business drivers?
A)Inventory control
B)Increase revenues
C)Automation/productivity/efficiency
D)All of the above
3
What occurs when a website can know enough about a person's likes and dislikes that it can fashion offers that are more likely to appeal to that person?
A)Personalization
B)Operational CRM
C)Analytical CRM
D)None of the above
4
What is the first CRM industry best practice?
A)Clearly communicate the CRM strategy
B)Build an integrated view of the customer
C)Implement in iterations
D)Define information needs and flows
5
Which of the following is not a CRM industry best practice?
A)Provide better customer service
B)Define information needs and flows
C)Build an integrated view of the customer
D)None of the above





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