Question 1

Which of the following is not a valid way that a CRM system can collect information?

Accepted Answer

A)  Accounting system 
B)  Order fulfillment system 
C)  Inventory system 
D)  Customer's personal computer 
A)  Accounting system 
B)  Order fulfillment system 
C)  Inventory system 
D)  Customer's personal computer

Question 2

What is call scripting?

Accepted Answer

A)  A place where customer service representatives answer customer inquiries and solve problems, usually by email, chat, or phone 
B)  A system that allows customers to use the web to find answers to their questions or solutions to their problems 
C)  A system that gathers product details and issue resolution information that can be automatically generated into a script for the representative to read to the customer 
D)  A form of predictive analytics for marketing campaigns that attempts to identify target markets or people who could be convinced to buy products 
A)  A place where customer service representatives answer customer inquiries and solve problems, usually by email, chat, or phone 
B)  A system that allows customers to use the web to find answers to their questions or solutions to their problems 
C)  A system that gathers product details and issue resolution information that can be automatically generated into a script for the representative to read to the customer 
D)  A form of predictive analytics for marketing campaigns that attempts to identify target markets or people who could be convinced to buy products

Question 3

Employee relationship management focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects.

Accepted Answer

A) True 
 B)False

Question 4

What is a contact center or call center?

Accepted Answer

A)  A place where customer service representatives answer customer inquiries and solve problems, usually by email, chat, or phone. 
B)  A system that allows customers to use the web to find answers to their questions or solutions to their problems. 
C)  A system that gathers product details and issue resolution information that can be automatically generated into a script for the representative to read to the customer. 
D)  A form of predictive analytics for marketing campaigns that attempts to identify target markets or people who could be convinced to buy products. 
A)  A place where customer service representatives answer customer inquiries and solve problems, usually by email, chat, or phone. 
B)  A system that allows customers to use the web to find answers to their questions or solutions to their problems. 
C)  A system that gathers product details and issue resolution information that can be automatically generated into a script for the representative to read to the customer. 
D)  A form of predictive analytics for marketing campaigns that attempts to identify target markets or people who could be convinced to buy products.

Question 5

The primary difference between operational CRM and analytical CRM is the direct interaction between the organization and its suppliers.

Accepted Answer

A) True 
 B)False

Question 6

What is selling additional products or services to an existing customer?

Accepted Answer

A)  Cross-selling 
B)  Up-selling 
C)  Campaign management system 
D)  Customer service and support 
A)  Cross-selling 
B)  Up-selling 
C)  Campaign management system 
D)  Customer service and support

Question 7

Automatic call distribution directs customers to use touch-tone phones or keywords to navigate or provide information.

Accepted Answer

A) True 
 B)False

Question 8

Supplier relationship management (SRM) focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects.

Accepted Answer

A) True 
 B)False

Question 9

Contact management falls under the category of the customer service department's CRM tools.

Accepted Answer

A) True 
 B)False

Question 10

Uplift modeling gathers product details and issue resolution information that can be automatically generated into a script for the representative to read to the customer.

Accepted Answer

A) True 
 B)False

Question 11

Compare operational CRM and analytical CRM.

Accepted Answer

Operational CRM supports traditional tra

Question 12

What focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects?

Accepted Answer

A)  Supplier relationship management 
B)  Partner relationship management 
C)  Employee relationship management 
D)  All of these 
A)  Supplier relationship management 
B)  Partner relationship management 
C)  Employee relationship management 
D)  All of these

Question 13

What is a part of operational CRM that automates service requests, complaints, product returns, and information requests?

Accepted Answer

A)  Cross-selling 
B)  Up-selling 
C)  Campaign management system 
D)  Customer service and support 
A)  Cross-selling 
B)  Up-selling 
C)  Campaign management system 
D)  Customer service and support

Question 14

Web-based self-service systems allow customers to use the web to find answers to their questions or solutions to their problems.

Accepted Answer

A) True 
 B)False

Question 15

Summarize the future of customer relationship management.

Accepted Answer

CRM future trends include: CRM applicati

Question 16

Campaign management systems guide users through marketing campaigns by performing such tasks as campaign definition, planning, scheduling, segmentation, and success analysis.

Accepted Answer

A) True 
 B)False

Question 17

Call scripting systems gather product details and issue resolution information that can be automatically generated into a script for the representative to read to the customer.

Accepted Answer

A) True 
 B)False

Question 18

CRM predicting technologies help organizations predict customer behavior, such as which customers are at risk of leaving.

Accepted Answer

A) True 
 B)False

Question 19

Which of the following operational CRM technologies does the sales department typically use?

Accepted Answer

A)  Campaign management, contact management, opportunity management 
B)  Sales management, contact management, contact center 
C)  Sales management, call scripting, opportunity management 
D)  Sales management, contact management, opportunity management 
A)  Campaign management, contact management, opportunity management 
B)  Sales management, contact management, contact center 
C)  Sales management, call scripting, opportunity management 
D)  Sales management, contact management, opportunity management

Question 20

Customer relationship management is a means of managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability.

Accepted Answer

A) True 
 B)False

Exam 11: Building a Customer-Centric Organizationcustomer Relationship Management

Which of the following is not a valid way that a CRM system can collect information?

What is call scripting?

Employee relationship management focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects.

What is a contact center or call center?

The primary difference between operational CRM and analytical CRM is the direct interaction between the organization and its suppliers.

What is selling additional products or services to an existing customer?

Automatic call distribution directs customers to use touch-tone phones or keywords to navigate or provide information.

Supplier relationship management (SRM) focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects.

Contact management falls under the category of the customer service department's CRM tools.

Uplift modeling gathers product details and issue resolution information that can be automatically generated into a script for the representative to read to the customer.

Compare operational CRM and analytical CRM.

What focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects?

What is a part of operational CRM that automates service requests, complaints, product returns, and information requests?

Web-based self-service systems allow customers to use the web to find answers to their questions or solutions to their problems.

Summarize the future of customer relationship management.

Campaign management systems guide users through marketing campaigns by performing such tasks as campaign definition, planning, scheduling, segmentation, and success analysis.

Call scripting systems gather product details and issue resolution information that can be automatically generated into a script for the representative to read to the customer.

CRM predicting technologies help organizations predict customer behavior, such as which customers are at risk of leaving.

Which of the following operational CRM technologies does the sales department typically use?

Customer relationship management is a means of managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability.

Business Driven Technology

Identifying Competitive Advantages

Strategic Initiatives for Implementing Competitive Advantages

Measuring the Success of Strategic Initiatives

Organizational Structures That Support Strategic Initiatives

Valuing and Storing Organizational Informationdatabases

Accessing Organizational Informationdata Warehouses

Understanding Big Data and Its Impact on Business

Enabling the Organizationdecision Making

Extending the Organizationsupply Chain Management

Integrating the Organization From End to Endenterprise Resource Planning

Creating Innovative Organizations

Ebusiness

Creating Collaborative Partnerships

Integrating Wireless Technology in Business

Developing Software to Streamline Operations

Methodologies for Supporting Agile Organizations

Managing Organizational Projects

Business Driven Technology

Identifying Competitive Advantages

Strategic Initiatives for Implementing Competitive Advantages

Measuring the Success of Strategic Initiatives

Organizational Structures That Support Strategic Initiatives

Valuing and Storing Organizational Informationdatabases

Accessing Organizational Informationdata Warehouses

Understanding Big Data and Its Impact on Business

Enabling the Organizationdecision Making

Extending the Organizationsupply Chain Management

Building a Customer-Centric Organizationcustomer Relationship Management

Integrating the Organization From End to Endenterprise Resource Planning

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