University of Maryland IFSM 201 Week 4 Quiz Quiz Question 1 (0.25 points) Which of the following would NOT be considered a primary application supported by CRM. Question 1 options: Acquisition of new customers. Retention of current customers. Management of customers' accounts. Management of customer-to-customer relationships. Question 2 (0.25 points) In this diagram of traditional CRM, what seems to be missing? Alternate text: Green circle in middle with no label; 3 other circles pointing to the center labeled Sales, Marketing, and Service & Support Question 2 options: Managers Support Customers Relationships Question 3 (0.25 points) In terms of customer service issues, which of the following is the least likely reason for using a robust CRM? Question 3 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 4 (0.25 points) (True/False). Demographic data is the collection of data related to customer age, gender, location, income level, and so on. Question 4 options: A) True B) False Question 5 (0.25 points) (True/False). Data warehousing and data mining mean the same thing when applied to CRM. Question 5 options: A) True B) False Question 6 (0.25 points) Which of the following would be a typical use of data analytics? Question 6 options: To gather and store raw data about customers, products, transactions, etc. To evaluate data in order to improve productivity and business gain. To query the contents of a data warehouse. To alert the analyst to gaps in current data set. Question 7 (0.25 points) A data mining tool 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 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 You "Friend" or "Like" a page on your favorite social media page that advertises a product you approve. 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 on to your favorite social media website, a number of sponsored ads appear on your home page. Question 13 options: A) Yes B) No Question 14 (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 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. 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 15 options: A) Yes B) No Question 16 (0.25 points) Is the following an example of increasing brand awareness through groups or fans? Select Yes or No Your friends on a social media site receive messages from you that encourages them to start watching a television series that premiered this past week. Question 16 options: A) Yes B) No 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) (True/False). Goal Seek allows to you put various parts together to calculate a result. Question 19 options: True False Question 20 (0.25 points) (True/False). To create a Pivot Chart, you would first select the Design tab from the PivotTable Tools. Question 20 options: True False