QUESTION 1

1. The customer service team is the most consistent touchpoint and is responsible for building customer profiles.

   True

   False

QUESTION 2

1. Finance and sales departments can analyze the kinds of questions a customer has contacted the company about and then match offerings and promotions, or discounts to reach out to them about.

   True

   False

QUESTION 3

1. Customers appreciate a quick response. It signals that the business is listening and using their CRM correctly.

   True

   False

QUESTION 4

1. Businesses should undertstand their data capabilities and needs, which could include but not limited to: gathering the correct data, storing it correctly, updating it constantly and then analysing it for insights.

   True

   False

QUESTION 5

1. CRM happens online and offline.

   True

   False

QUESTION 6

1. Personal data has been defined as: any information about an individual including information that can be used to distinguish or trace an individuals identity and information on paper about family and family history.

   True

   False

QUESTION 7

1. Operational CRM, analytical CRM, collaborative are tools businesses need.

   True

   False

QUESTION 8

1. CRM has a direct impact on a company's bottom line - big or small.

   True

   False

QUESTION 9

1. Adding all of someone's individual information can be a breach of PII - name, SS#, age, education, health records.

   True

   False

QUESTION 10

1. Biometric records is information, that if combined together with other non-specific information, can change into personally identifiable information?

   True

   False