1. Which of the following is not one of the three phases in the evolution of CRM?
A) Reporting
B) Analyzing
C) Processing
D) Predicting
Answer: C Level: Easy Page: 263
Response: Processing is not one of the three phases in the evolution of CRM.
2. What helps an organization identify its customers across applications?
A) Reporting
B) Analyzing
C) Processing
D) Predicting
Answer: A Level: Easy Page: 263
Response: Reporting helps an organization identify its customers across applications.
3. What is an organization performing when it asks questions such as "why was customer revenue so high"?
A) Reporting
B) Analyzing
C) Processing
D) Predicting
Answer: B Level: Easy Page: 264
Response: Why was customer revenue so high is analyzing.
4. What is an organization performing when it asks questions such as "which customers are at risk of leaving"?
A) Reporting
B) Analyzing
C) Processing
D) Predicting
Answer: D Level: Easy Page: 264
Response: Which customers are at risk of leaving is predicting.
5. Which question below represents a reporting example?
A) Why did sales not meet forecasts?
B) What customers are at risk of leaving?
C) What is the total revenue by customer?
D) All of the above
Answer: C Level: Medium Page: 264
Response: Total revenue by customer is a report.
6. Which question below represents an analyzing question?
A) Why did sales not meet forecasts?
B) What customers are at risk of leaving?
C) What is the total revenue by customer?
D) All of the above
Answer: A Level: Medium Page: 264
Response: Why did sales not meet forecasts is analyzing.
7. Which question below represents a predicting question?
A) Why did sales not meet
