1) _____________is an efficient way to sort through large amounts of data to find relationships between variables.

Multiple Choice

• Database marketing
• Customer lifetime value
• Customer relationship management
• Data warehousing
• Data mining

2) Programs specifically designed for customer retention are called:

Multiple Choice

• Customer relationship management
• Customer experience management
• Touch points
• Loyalty programs
• Data mining

3) Hill's Science Diet markets high quality dog and cat food. On Hill's Facebook Page they post latest news about their product and people can comment on Hill's products. Hill's is using social media to _____________.

Multiple Choice

• Protect privacy
• Increase customer lifetime value
• Build customer relationships
• Increase share of wallet
• Data mine

4) There are two steps in customer recovery. The first step is to find the customer who is in jeopardy of being lost to the company. What is the second step?

Multiple Choice

• Calculate the customer lifetime value
• Send the customer a sales promotion
• Contact them to determine why they have stopped buying
• Conduct focus groups
• Use social media to research what they are currently purchasing

5) What is the name of the concept that supports the importance of loyalty programs to an organization?

Multiple Choice

• Touch points
• Customer acquisition
• Pareto's Rule
• Data mining
• Customer relationship management

6) Changes in technology mean that we send messages via social media, we use our personal information online and we store information in the cloud. All of the factors lead to an increase in ___________ risk.

Multiple Choice

• Share of wallet
• Regulatory
• Legal
• Loyalty
• Privacy

7) An enterprise that builds a database about its customers that described relationships in sufficient detail so that management, salespeople, people providing service, and perhaps the customer directly could access information, match customer needs with product plans and offerings, remind customers of service requirements, know what other products a customer had purchased has implemented a

Multiple Choice

• CRM
• Data mining
• Continuity
• Information warehouse
• Loyalty

8) Which of the following is NOT true about monitoring Twitter for brand mentions?

Multiple Choice

• You can see what people are saying about your brand
• The insights that you gain are not actionable
• Twitter is a great resource for customer insights.
• You can respond to customer concerns
• You are able to participate in a conversation about your brand

9) A company may spend millions of dollars on software but fail to successfully implement a CRM system due to

Multiple Choice

• The cost of employee incentives to use CRM systems
• A limited understanding of touch points
• Customers who don't wish to develop relationships
• Changing software systems affecting compatibility
• Corporate culture that doesn't buy into the CRM approach

10) Which of the following is the oldest loyalty program in Canada?

Multiple Choice

• Shoppers Drug Mart Optimum
• Aeroplan
• Air Miles
• Canadian Tire money
• Starwood Moments