Exam 12: Customer Relationship Management

Improving communication and reducing costs are examples of tactical benefits of a CRM system.

CRM is a brand new concept.

CRM provides a(n) ________ relationship with the consumers to improve their buying experience.

The CRM portal helps to integrate all the different channels for interacting with the customer.

No single CRM software package can provide all the functionality needed for a comprehensive CRM system.

The Internet makes it easier for customers to switch vendors.

CRM systems must be a part of the overall corporate strategy and must never focus on just being a ________ solution.

Describe the different ways of categorizing CRM.

The second generation of CRM systems provided a(n) ________ view of every customer interaction with the organization.

________ is/are not a major component of a CRM system.

How should CRM be integrated with customer delivery processes?

The goal of service management is to convert leads into customers.

Implementing a CRM system is difficult because there is/are ________ of CRM functions scattered across a variety of different business areas.

Unstructured information such as documents and memos are provided to the CRM system by ________ systems.

Analytic CRM systems make use of sophisticated data warehousing and data mining software.

SFA tools help sales personnel to track sales leads and contact with customer.

The use of CRM systems has triggered some concerns about infringing on individual privacy.

Salesforce.com is an example of a CRM application ________ provider and offers a quicker implementation and less expensive CRM option.

A holistic view of a client's sales may reveal that the cost of marketing, selling, and servicing the client ________ much of the profit realized by a sale.

Management must decide to go with a ________ CRM solution or select a single vendor to support all the CRM requirements.