Exam 11: Building a Customer-Centric Organizationcustomer Relationship Management

What is a place where customer service representatives answer customer inquiries and solve problems, usually by email, chat, or phone?

Interactive voice response automatically dials outbound calls and forwards answered calls to an available agent.

Call scripting occurs when a customer service representative answers customer inquiries and solves problems by email and chat.

What is predictive dialing?

Predictive dialing automatically dials outbound calls and forwards answered calls to an available agent.

What allows customers to use the web to find answers to their questions or solutions to their problems?

What guides users through marketing campaigns by performing such tasks as campaign definition, planning, scheduling, segmentation, and success analysis?

What is the primary difference between contact management and opportunity management?

What maintains customer contact information and identifies prospective customers for future sales?

Which of the following is a common marketing CRM metric?

List generators compile customer information from a variety of sources and segment it for different marketing campaigns.

Which of the following was one of the first CRM components built to address the issues that sales representatives were struggling with the overwhelming amount of customer account information they were required to maintain and track?

CRM predicting technologies help organizations identify their customers across other applications.

Website personalization occurs when a website has stored enough data about a person's likes and dislikes to fashion offers more likely to appeal to that person.

What automates each phase of the sales process, helping individual sales representatives coordinate and organize all of their accounts?

What occurs when a website can know enough about a person's likes and dislikes that it can fashion offers that are more likely to appeal to that person?

CRM analysis technologies help organizations segment their customers into categories such as best and worst customers.

Interactive voice response directs customers to use touch-tone phones or keywords to navigate or provide information.

List generators fall under the category of the sales department's CRM tools.

Call scripting falls under the category of the sales department's CRM tools.