QUESTION 1

1. Forums offer the opportunity to:

		Talk down your competition.
		Insert sales ads into conversations.
		Get into flame wars with dissatisfied customers.
		Engage directly with your customers and prospects.
		Recruit followers.

0.1 points

QUESTION 2

1. The factors vital to CRM success are (choose all that apply):

		Profiling.
		Insight.
		Context.
		Segmentation.
		Personalization.

QUESTION 3

1. Personalization as a CRM strategy means:

		Choosing the correct channel.
		Making sure the data is accurate.
		Understanding the customer's certain behaviours.
		Scaling the CRM program for your company.
		Talking to the customer at the right time.

0.1 points

QUESTION 4

1. Twitter (choose all that apply):

		Has struggled to grow in the last decade.
		Has failed to monetize like other social networds.
		Remains a vital channel.
		Must be managed closely and carefully.
		Requires a tweet or two a week.

QUESTION 5

1. Types of messaging include (choose all that apply):

		Win-back.
		Despise and delight.
		Reward.
		Follow-through.
		Laid back.