1. A primary consideration in implementing a successful CRM strategy is

a The ability to manage people

b The ability to manage processes

c The ability to manage technology

d The ability to manage change

e The ability to manage oppostition

2. Current CRM strategies affect the value chain by creating a pull/push effect. Within this context

a Decision makers and influencers more likely to find you before you find them

b Customers cannot expect companies to respond to their exact needs and wants

c Marketers build strategies around the product

d ROI is the number one priority in developing new products and services

e It is easy for sales to influence the buyers decisions.

3. The failed delivery of an email due to a permanent reason like a non-existent address is called a

a soft bounce

b hard bounce

c soft return

d disengaged contact