Question: Success metrics are also known as _____.
Answer Choices:
key performance indicators
performance scale identifiers
vanity metrics
conversion rates
Answer: key performance indicators
Question: Carol completed her PhD and posted her achievement on Facebook. Her friends left congratulatory messages. Carol’s and her friends’ posts are an example of ________.
Answer Choices:
Secondary data
Connection data
Content data
Social capital data
Answer: Content data
Question: The primary risk of peer-to-peer support in the context of social media and customer service is _____.
Answer Choices:
increase in expenses
loss of credibility
lack of privacy
loss of control
Answer: loss of control
Question: Marco posted a negative product review on Facebook. His friends added their own negative comments about the same product. The risk faced by the manufacturer of this product is _____.
Answer Choices:
loss of credibility
loss of visibility
loss of control
loss of investment
Answer: loss of control
Question: Carol completed her PhD and posted her achievement on Facebook. Her friends left congratulatory messages. Carol’s and her friends’ posts are an example of _____.
Answer Choices:
secondary data
connection data
content data
social capital data
Answer: content data
Question: Which of the following statements is true about social CRM?
Answer Choices:
Each customer crafts his or her own relationship with the company.
All the customer relationship processes in social CRM are structured and controlled.
Customers likely to generate the most business get the most attention from the organization.
Though relationships emerge from joint activity, companies control the customers.
Answer: Each customer crafts his or her own relationship with the company.
Question: People with common interests create social networks or social relationships using _____.
Answer Choices:
Social media clouds
Social media sponsors
Social media protocols
Social media application providers
Answer: Social media application providers
Question: Social capital provides the following forms of value (select all that apply)
Answer Choices:
Reputation
Popularity
Information
Answer: Reputation
Information
Question: The primary risk of peer-to-peer support in the context of social media and customer service is ________.
Answer Choices:
Increase in expenses
Loss of credibility
Lack of privacy
Loss of control
Answer: Loss of control
Question: A smartwatch company is asking Facebook users to suggest new features for its product. These features will be incorporated into the upcoming product. This company is practicing _____.
Answer Choices:
crowdsourcing
socialsourcing
outsourcing
freesourcing
Answer: crowdsourcing
Question: People with common interests create social networks or social relationships using ________.
Answer Choices:
Social media clouds
Social media sponsors
Social media protocols
Social media application providers
Answer: Social media application providers
Question: Which of the following statements is true about social CRM?
Answer Choices:
Each customer crafts his or her own relationship with the company.
All the customer relationship processes in social CRM are structured and controlled.
Customers likely to generate the most business get the most attention from the organization.
Though relationships emerge from joint activity, companies control the customers.
Answer: Each customer crafts his or her own relationship with the company.
Question: Which of the following is a significant risk of using social media for inbound and outbound logistics?
Answer Choices:
Loss of control
Loss of privacy
Loss of effectiveness
Loss of credibility
Answer: Loss of control
Question: A company displays its ads for free on a number of websites. But it pays the websites $0.30 every time someone clicks on the ad. This model is called ________.
Answer Choices:
Premium
Pay-per-click
Freemium
Click-and-pay
Answer: Pay-per-click
Question: Which of the following revenue models is/are most likely followed by companies providing Web 2.0 services?
Answer Choices:
traditional marketing
paid membership
pay-per-click
pay-per-view
Answer: pay-per-click
Question: Social capital provides the following forms of value (select all that apply)
Answer Choices:
reputation
popularity
information
influence
Answer: reputation
information
influence
Question: Success metrics are also known as ________.
Answer Choices:
Key performance indicators
Performance scale identifiers
Vanity metrics
Conversion rates
Answer: Key performance indicators
Question: Organizations should respond to or delete problematic content on social networking sites when the problematic content ________. (select all that apply)
Answer Choices:
Does not affect the site where the content has been posted
Has caused the organization to do something positive as a result
Is obscene and inappropriate
Represents reasonable criticism of the organization’s products or services
Answer: Is obscene and inappropriate
Represents reasonable criticism of the organization’s products or services