Exam 9: Customer Relationship Management

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

Compare operational CRM and analytical CRM.

A customer strategy starts with understanding who the company's __________ are and how they help the company meet strategic goals.

What provides employees with a subset of CRM applications available through a Web browser?

___________ CRM supports traditional transactional processing for day-to-day front-office operations or systems that deal directly with the customers.

What is an organization performing when it asks questions such as "why was customer revenue so high"?

What helps an organization identify its customers across applications?

Cross-selling is selling _________ products or services to a customer.

What supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers?

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

The business world is shifting from customer focus to product focus.

Which industries will want to keep using CRM as a major strategic focus in the future?

RFM stands for Regency, Frequency, and Monetary.

CRM systems can replace more traditional forms of CRM

_________ relationship management focuses on keeping vendors satisfied by managing alliance partner and reseller relationships that provide customers with the optimal sales channel.

An organization that uses the RFM formula tracks:

Back-office operations deal directly with the customer.

What accesses 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 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 ___________ help organizations segment their customers into categories such as best and worst customers.