Question 1

The three phases of CRM include (1) reporting, (2) ____________, and (3) predicting.

Accepted Answer

analyzing

Question 2

Sales management, contact management, and __________ management are the three primary operational CRM technologies used in the sales department.

Accepted Answer

opportunity

Question 3

________________________ focuses on keeping vendors satisfied by managing alliance partner, dealer, retailer, and reseller relationships that provide customers with an optimal sales channel.

Accepted Answer

A)  Alliance partners 
B)  Dealers 
C)  Resellers 
D)  Partner relationship management (PRM) 
A)  Alliance partners 
B)  Dealers 
C)  Resellers 
D)  Partner relationship management (PRM) D

Question 4

The intense competition in today's marketplace forces organizations to switch from sales-focused strategies to customer-focused strategies.

Accepted Answer

A) True 
 B)False

Question 5

What is an organization performing when it asks questions such as "which customers are at risk of leaving"?

Accepted Answer

A)  CRM reporting 
B)  CRM analyzing 
C)  CRM processing 
D)  CRM predicting 
A)  CRM reporting 
B)  CRM analyzing 
C)  CRM processing 
D)  CRM predicting

Question 6

One of the primary reasons a company ________________ customers is bad customer service experiences.

Accepted Answer

The answer of One of the primary reasons a company...

Question 7

___________ scripting systems access organizational databases that track similar issues or questions and automatically generate the details to the CSR who can then relay them to the customer.

Accepted Answer

The answer of ___________ scripting systems access organizational databases that...

Question 8

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 centre 
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 centre 
C)  Sales management, call scripting, opportunity management 
D)  Sales management, contact management, opportunity management

Question 9

Discuss future trends in CRM?

Accepted Answer

In the future, CRM applications will con

Question 10

__________ management systems automate each phase of the sales process, helping individual sales representatives coordinate and organization all of their accounts.

Accepted Answer

The answer of __________ management systems automate each phase of...

Question 11

The intense competition in today's marketplace forces organizations to switch from __________________ strategies to customer-focused strategies.

Accepted Answer

The answer of The intense competition in today's marketplace forces...

Question 12

Which of the following is where customer service representatives answer customer inquiries and respond to problems through a number of different customer touchpoints?

Accepted Answer

A)  Contact centre 
B)  Web-based self-service 
C)  Call scripting 
D)  None of these 
A)  Contact centre 
B)  Web-based self-service 
C)  Call scripting 
D)  None of these

Question 13

Which company, in the text, experienced difficulty with answering their phone?

Accepted Answer

A)  Alterna Savings 
B)  CCL Industries 
C)  Brother International Corporation 
D)  1-800-Flowers.com 
A)  Alterna Savings 
B)  CCL Industries 
C)  Brother International Corporation 
D)  1-800-Flowers.com

Question 14

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

Accepted Answer

A)  Contact centre, Web-based self-service, call scripting 
B)  Sales management, contact management, opportunity management 
C)  List generator, opportunity management, cross-selling and up-selling 
D)  List generator, campaign management, cross-selling and Up-selling 
A)  Contact centre, Web-based self-service, call scripting 
B)  Sales management, contact management, opportunity management 
C)  List generator, opportunity management, cross-selling and up-selling 
D)  List generator, campaign management, cross-selling and Up-selling

Question 15

What is CRM? What is the main benefit of CRM to an organization?

Accepted Answer

CRM is customer relationship management,

Question 16

Describe three CRM technologies used by marketing departments.

Accepted Answer

Three marketing operational CRM technolo

Question 17

What is interactive voice response (IVR)?

Accepted Answer

A)  Automatically dials outbound calls and when someone answers, the call is forwarded to an available agent 
B)  Directs customers to use touch-tone phones or keywords to navigate or provide information 
C)  A phone switch routes inbound calls to available agents 
D)  None of these 
A)  Automatically dials outbound calls and when someone answers, the call is forwarded to an available agent 
B)  Directs customers to use touch-tone phones or keywords to navigate or provide information 
C)  A phone switch routes inbound calls to available agents 
D)  None of these

Question 18

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

Accepted Answer

A)  Contact centre, Web-based self-service, call scripting 
B)  Contact centre, cross-selling and up-selling, Web-based self-service 
C)  List generator, opportunity management, cross-selling and upselling 
D)  List generator, campaign management, cross-selling and upselling 
A)  Contact centre, Web-based self-service, call scripting 
B)  Contact centre, cross-selling and up-selling, Web-based self-service 
C)  List generator, opportunity management, cross-selling and upselling 
D)  List generator, campaign management, cross-selling and upselling

Question 19

What compiles customer information from a variety of sources and segments the information for different marketing campaigns?

Accepted Answer

A)  Campaign management system 
B)  Cross-selling 
C)  Upselling 
D)  List generator 
A)  Campaign management system 
B)  Cross-selling 
C)  Upselling 
D)  List generator

Question 20

What targets sales opportunities by finding new customers or companies for future sales?

Accepted Answer

A)  Sales management system 
B)  Contact management system 
C)  Opportunity management system 
D)  Sales force automation system 
A)  Sales management system 
B)  Contact management system 
C)  Opportunity management system 
D)  Sales force automation system

The three phases of CRM include (1) reporting, (2) ____________, and (3) predicting.

Sales management, contact management, and __________ management are the three primary operational CRM technologies used in the sales department.

________________________ focuses on keeping vendors satisfied by managing alliance partner, dealer, retailer, and reseller relationships that provide customers with an optimal sales channel.

The intense competition in today's marketplace forces organizations to switch from sales-focused strategies to customer-focused strategies.

What is an organization performing when it asks questions such as "which customers are at risk of leaving"?

One of the primary reasons a company ________________ customers is bad customer service experiences.

___________ scripting systems access organizational databases that track similar issues or questions and automatically generate the details to the CSR who can then relay them to the customer.

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

Discuss future trends in CRM?

__________ management systems automate each phase of the sales process, helping individual sales representatives coordinate and organization all of their accounts.

The intense competition in today's marketplace forces organizations to switch from __________________ strategies to customer-focused strategies.

Which of the following is where customer service representatives answer customer inquiries and respond to problems through a number of different customer touchpoints?

Which company, in the text, experienced difficulty with answering their phone?

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

What is CRM? What is the main benefit of CRM to an organization?

Describe three CRM technologies used by marketing departments.

What is interactive voice response (IVR)?

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

What compiles customer information from a variety of sources and segments the information for different marketing campaigns?

What targets sales opportunities by finding new customers or companies for future sales?

Information Systems in Business

Strategic Decision Making

E-Business

Ethics and Information Security

It Architectures

Databases and Data Warehouses

Networks, Telecommunications, and Wireless Computing

Supply Chain Management

Enterprise Resource Planning and Collaboration Systems

Business Basics

Business Process

Filters

Exam 9: Customer Relationship Management

The three phases of CRM include (1) reporting, (2) ____________, and (3) predicting.

Sales management, contact management, and __________ management are the three primary operational CRM technologies used in the sales department.

________________________ focuses on keeping vendors satisfied by managing alliance partner, dealer, retailer, and reseller relationships that provide customers with an optimal sales channel.

The intense competition in today's marketplace forces organizations to switch from sales-focused strategies to customer-focused strategies.

What is an organization performing when it asks questions such as "which customers are at risk of leaving"?

One of the primary reasons a company ________________ customers is bad customer service experiences.

___________ scripting systems access organizational databases that track similar issues or questions and automatically generate the details to the CSR who can then relay them to the customer.

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

Discuss future trends in CRM?

__________ management systems automate each phase of the sales process, helping individual sales representatives coordinate and organization all of their accounts.

The intense competition in today's marketplace forces organizations to switch from __________________ strategies to customer-focused strategies.

Which of the following is where customer service representatives answer customer inquiries and respond to problems through a number of different customer touchpoints?

Which company, in the text, experienced difficulty with answering their phone?

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

What is CRM? What is the main benefit of CRM to an organization?

Describe three CRM technologies used by marketing departments.

What is interactive voice response (IVR)?

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

What compiles customer information from a variety of sources and segments the information for different marketing campaigns?

What targets sales opportunities by finding new customers or companies for future sales?

Information Systems in Business

Strategic Decision Making

E-Business

Ethics and Information Security

It Architectures

Databases and Data Warehouses

Networks, Telecommunications, and Wireless Computing

Supply Chain Management

Enterprise Resource Planning and Collaboration Systems

Business Basics

Business Process

Filters