Q1. This is an arrangement in which a company outsources some or all of its customer relationship management functions to an application service provider (ASP).
supplier relationship management
Customer Information Control System
hosted CRM
spend management
Q2. In an Internet context, this is the practice of tailoring Web pages to individual users' characteristics or preferences
customer valuation
personalization
client/server
Web services
customer-facing
Q3. One popular classification technique in Business Intelligence (BI) reporting is ________
RFM analysis only
regression analysis only
cluster analysis only
both cluster analysis and regression analysis
Q4. In OLAP, we are interested in ________
measures and dimensions
dimensions only
levels only
measures only
Q5. This is an XML-based metalanguage developed by the Business Process Management Initiative (BPMI) as a means of modeling business processes, much as XML is, itself, a metalanguage with the ability to model enterprise data
e-biz
ebXML
BPML
BizTalk
Q6. This is an approach to selling goods and services in which a prospect explicitly agrees in advance to receive marketing information
permission marketing
one-to-one marketing
customer managed relationship
data mining
batch processing
Q7. This is the processing of data about customers and their relationship with the enterprise in order to improve the enterprise's future sales and service and lower cost
clickstream analysis
database marketing
customer relationship management
CRM analytics
Q8. This is the practice of dividing a customer base into groups of individuals that are similar in specific ways relevant to marketing, such as age, gender, interests, spending habits, and so on
customer segmentation
customer life cycle
customer service chat
customer managed relationship
Q9. This is a central point in an enterprise from which all customer contacts are managed
call center
multichannel marketing
help system
contact center
Q10. We have done an RFM analysis on our customer data. Mary Jones has a score of "1 1 5". This series means that Mary ________
Has ordered recently, orders frequently, and places a large order when she orders
Hasn't ordered recently, orders infrequently, but places a large order when she orders
Has ordered recently, orders frequently, but doesn't place a large order when she orders
Hasn't ordered recently, orders infrequently, and doesn't place a large order when she orders
Q11. This is a systematic approach to the gathering, consolidation, and processing of consumer data (both for customers and potential customers) that is maintained in a company's databases
application integration
marketing encyclopedia
service oriented integration
database marketing
Q12. Which of the following is not a reason that operational data are difficult to read?
Non-integrated data
Dirty data
Non-duplicated data
Missing values
Q13. This is a broad category of applications and technologies for gathering, storing, analyzing, and providing access to data to help enterprise users make better business decisions
data mart
business intelligence
best practice
business information warehouse
Q14. In data mining, this is a technique used to predict future behavior and anticipate the consequences of change
predictive technology
Digital Silhouettes
predictive modeling
disaster recovery
phase change
Q15. We have Market Basket data for 1,000 rental transactions at a Video Store. There are four videos for rent -- Video A, Video B, Video C and Video D. The probability that Video D will be rented given that Video C has been rented is known as ________
lift
confidence
the basic probability
support