Analytical CRM Trivia Quiz

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  • 1/17 Questions

    _____ flows involve money transfers, payments, and credit-related data.

    • Financial
    • Information
    • Material
    • Schedule
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About This Quiz

Do you know about analytical CRM enough to pass this Analytical CRM trivia quiz? Analytical CRM, also known as "Customer Relationship Management," denotes the systematic electronic analysis of collated customer data. Customer data can be defined as contact data, customer properties as well as information derived from both online as well as offline behavior. These questions that are based on some trivia facts will give you more knowledge. Best of luck!
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Analytical CRM Trivia Quiz - Quiz

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  • 2. 

    Customer churn addresses customer ____

    • Loyalty

    • Purchases

    • Profitability

    • Size

    Correct Answer
    A. Loyalty
    Explanation
    Customer churn addresses customer loyalty. Churn refers to the rate at which customers stop doing business with a company. Therefore, customer churn specifically focuses on the loyalty of customers and their likelihood to continue purchasing from a company. By understanding and addressing customer churn, companies can take steps to improve customer loyalty and reduce the number of customers who stop doing business with them.

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  • 3. 

    ____ is the marketing of additional related products to customers based on previous purchases.

    • Bundling

    • Cross-selling

    • Personalization

    • Upselling

    Correct Answer
    A. Cross-selling
    Explanation
    Cross-selling is the marketing strategy of offering additional related products to customers based on their previous purchases. It involves suggesting complementary or supplementary items that can enhance the customer's overall experience or meet their needs. This technique aims to increase customer satisfaction, loyalty, and revenue by encouraging customers to buy more from the same seller. Cross-selling is commonly used in various industries, such as retail, e-commerce, and banking, to maximize sales opportunities and promote customer retention.

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  • 4. 

    A retailer is an example of a ___ component of supply chain management.

    • Downstream

    • Internal

    • Instream

    • Upstream

    Correct Answer
    A. Downstream
    Explanation
    A retailer is considered a downstream component of supply chain management because they are the final link in the chain before the product reaches the end consumer. They are responsible for selling the product directly to the customer and often play a crucial role in marketing, distribution, and customer service.

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  • 5. 

    The main reason Charles Mack and his son chose Infusionsoft was to ____

    • Improve their supply chain efficiencies.

    • Reduce their inventory.

    • Get rid of one of their customer service representatives.

    • Reduce their paperwork so they could focus on customer relationship-building.

    Correct Answer
    A. Reduce their paperwork so they could focus on customer relationship-building.
    Explanation
    Charles Mack and his son chose Infusionsoft to reduce their paperwork so they could focus on customer relationship-building. This implies that they were looking for a solution that would streamline their administrative tasks and free up time for them to engage more with their customers. By reducing paperwork, they can allocate more resources towards building and maintaining strong relationships with their customers, which is crucial for business growth and customer satisfaction.

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  • 6. 

    Which of the following is an example of an analytical CRM system?

    • Customer service support.

    • OLAP

    • OLTP

    • Automatic e-mail responses.

    Correct Answer
    A. OLAP
    Explanation
    OLAP (Online Analytical Processing) is the correct answer because it is a type of CRM system that helps in analyzing large volumes of data to gain insights and make informed business decisions. OLAP systems allow businesses to analyze customer data, such as purchasing behavior and preferences, to identify patterns and trends. This helps in improving customer service, targeting marketing campaigns, and increasing customer satisfaction.

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  • 7. 

    Analytical CRM systems ____ operational CRM systems.

    • Receive data from

    • Send data to

    • Receive data from and send data to

    • Are superior to

    Correct Answer
    A. Receive data from
    Explanation
    Analytical CRM systems receive data from operational CRM systems. This means that the data collected by operational CRM systems, such as customer interactions and transactions, is sent to analytical CRM systems for further analysis and interpretation. Analytical CRM systems use this data to generate insights and make informed decisions, such as identifying customer preferences and behavior patterns. By receiving data from operational CRM systems, analytical CRM systems play a crucial role in enhancing the overall effectiveness and efficiency of CRM strategies.

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  • 8. 

    Which of the following is an example of an analytical CRM system?

    • Campaign management.

    • Business intelligence.

    • FAQ

    • Loyalty programs.

    Correct Answer
    A. Business intelligence.
    Explanation
    Business intelligence is an example of an analytical CRM system because it involves the use of data analysis and reporting tools to gain insights into customer behavior and preferences. It helps businesses make informed decisions by providing them with valuable information about their customers, such as purchasing patterns, demographics, and preferences. This allows companies to tailor their marketing strategies and improve customer satisfaction and retention.

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  • 9. 

    The Hard Rock Hotel and Casino designed a(n) ____ to address common problems associated with ordering a drink.

    • ERP system.

    • Mobile CRM solution.

    • Mobile SCM system.

    • Artificial intelligence system.

    Correct Answer
    A. Mobile CRM solution.
    Explanation
    The Hard Rock Hotel and Casino implemented a mobile CRM solution to tackle the common issues related to drink orders. This system likely allows customers to place their orders through a mobile app, providing convenience and efficiency. With a mobile CRM solution, the hotel and casino can streamline the ordering process, track customer preferences, and provide personalized recommendations. This solution would enhance customer experience and improve overall service quality.

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  • 10. 

    P.F. Chang's China Bistro relies on ___ to follow its customers

    • LinkedIn

    • Twitter

    • Facebook

    • Wikipedia

    Correct Answer
    A. Twitter
    Explanation
    P.F. Chang's China Bistro relies on Twitter to follow its customers because Twitter is a popular social media platform that allows businesses to engage with their customers, share updates, and respond to feedback. By using Twitter, P.F. Chang's can keep track of customer preferences, trends, and conversations, allowing them to better understand their target audience and provide a personalized experience. Additionally, Twitter's real-time nature makes it an effective tool for timely promotions, announcements, and customer service.

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  • 11. 

    ____ is the ability for all organizations in a supply chain to access or view relevant data on purchased materials as these materials move through their suppliers' production processes and transportation networks to their receiving docks

    • Supply chain visibility

    • Horizontal integration

    • Vertical integration

    • Supply chain intelligence

    • Supply chain integration

    Correct Answer
    A. Supply chain visibility
    Explanation
    Supply chain visibility refers to the ability of all organizations in a supply chain to access or view relevant data on purchased materials as these materials move through their suppliers' production processes and transportation networks to their receiving docks. This means that all parties involved in the supply chain can track and monitor the movement and status of materials in real-time, enabling better coordination, decision-making, and responsiveness. Supply chain visibility helps to improve efficiency, reduce costs, minimize disruptions, and enhance customer satisfaction. It is a crucial aspect of supply chain management to ensure smooth operations and effective collaboration among all stakeholders.

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  • 12. 

    ____ profiling means you receive specialized search results that conform to your pre-existing thoughts, tastes, and interests.

    • Directed

    • Taste

    • Persuasion

    • Micro-

    Correct Answer
    A. Micro-
    Explanation
    Micro-profiling means you receive specialized search results that conform to your pre-existing thoughts, tastes, and interests. This term refers to the practice of collecting and analyzing data about an individual's online behavior, preferences, and characteristics to tailor content and advertisements specifically for them. This allows platforms to create a personalized user experience by presenting information that aligns with their existing beliefs and preferences.

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  • 13. 

    Utility computing is also known as a(n) ____

    • On-demand CRM system.

    • On-premise CRM system.

    • Open-source CRM system.

    • Mobile CRM system.

    Correct Answer
    A. On-demand CRM system.
    Explanation
    Utility computing refers to the provision of computing resources, such as processing power, storage, and software applications, on-demand and as a service. It allows users to access and use these resources as needed, without the need for upfront investment in hardware or software. An on-demand CRM system follows the same principle, providing customer relationship management functionality as a service, accessible over the internet. This aligns with the concept of utility computing, making "on-demand CRM system" the correct answer.

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  • 14. 

    ____ is used to provide effective and efficient interactive communication with the customer throughout the entire organization.

    • Collaborative CRM systems

    • Customer relationship management

    • Data consolidation

    • Operational CRM system

    Correct Answer
    A. Collaborative CRM systems
    Explanation
    Collaborative CRM systems are used to provide effective and efficient interactive communication with the customer throughout the entire organization. These systems allow different departments and teams within the organization to share customer information, collaborate on customer-related activities, and provide a seamless and consistent customer experience. By facilitating communication and collaboration, collaborative CRM systems help in building strong and long-lasting relationships with customers, enhancing customer satisfaction, and improving overall organizational efficiency.

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  • 15. 

    Customer-____ applications involve customers interacting with computers rather than customer service representatives.

    • Directing

    • Facing

    • Interacting

    • Touching

    Correct Answer
    A. Touching
    Explanation
    The correct answer is "interacting" because it suggests that customers are engaging with computers in some way, such as through online forms, self-service kiosks, or chatbots, rather than directly interacting with customer service representatives. The term "touching" does not accurately convey the concept of customers interacting with computers.

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  • 16. 

    ___ is a CRM system that is hosted by an external vendor in the vendor's data center

    • Mobile CRM

    • Analytical CRM

    • Operational CRM

    • On-demand CRM

    • Customer-facing CRM

    Correct Answer
    A. On-demand CRM
    Explanation
    On-demand CRM refers to a CRM system that is hosted by an external vendor in the vendor's data center. This means that the CRM software and data are stored and managed by the vendor, and users can access the system over the internet on a subscription basis. This type of CRM allows businesses to easily deploy and scale their CRM solution without the need for extensive IT infrastructure or resources. It also provides flexibility and accessibility for users, as they can access the CRM system from anywhere using any device with an internet connection.

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  • 17. 

    McKesson Specialty wanted a CRM system to perform which of the following functions?

    • Make sales activities and customer accounts more visible to their suppliers.

    • Standardize and automate procurement and CRM processes.

    • Track reported problems, inconsistent processes, and resolution time.

    • All of the above

    Correct Answer
    A. Track reported problems, inconsistent processes, and resolution time.
    Explanation
    The correct answer is "Track reported problems, inconsistent processes, and resolution time." This is because McKesson Specialty wanted a CRM system that could help them keep track of any reported problems or issues, as well as identify any inconsistent processes. Additionally, they wanted the system to help them track the resolution time for these problems, ensuring that they are addressed in a timely manner.

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  • Current Version
  • Sep 02, 2023
    Quiz Edited by
    ProProfs Editorial Team
  • Feb 16, 2014
    Quiz Created by
    Samanthawallo
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