CRM software is only useful for B2C relationships, not B2B. True False Question 2 (10 points) The IDIC Model is a helpful tool for building closer relationships with customers. What does IDIC stand for? Identify, Determine, Interact, Customize Identify, Differentiate, Interact, Customize Interact, Determine, Identify, Customize Inform, Differentiate, Interact, Customize Question 3 (10 points) True or false, operational CRM struggles to reach full effectiveness without analytical information about customers. True False Question 4 (10 points) Customer-centricity competes with other business logics. Match the strategy orientation to the scenario. Customer-centricity competes with other business logics. Match the strategy orientation to the scenario. 1. A company that focuses on developing innovative or high quality products Customer or market-oriented 2. A company produces low-cost products and then has to promote them heavily to shift inventory - a 'make and sell' Product-oriented approach 3. A company that collects, disseminates Production-oriented and uses customer and competitive information to develop better value propositions for customers Sales-oriented 4. A company that is focused on operational excellence such as supply chain innovation and efficiency Question 5 (10 points) Diagnostic data from a piece of equipment can be integrated with your CRM software so you can trigger an email to customers when it's time for a repair, for instance. This data and integration and subsequent triggered email is an example of what two types of automation made possible thanks to operational CRM? Marketing automation Service automation Sales automation