Exam 9: Customer Relationship Management

Supplier relationship management is not the same thing as a(n) _______________ system.

What focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects, which optimizes supplier selection?

An important trend in measuring customer satisfaction and uptake with a product or service is to monitor ____________________ communities.

CRM suites will also incorporate TPS, MRP and MER modules as enterprises seek to take advantage of these initiatives.

Contact centre, Web-based self-service, and __________ scripting are the three primary operational CRM technologies used in the customer service department.

What made-to-order views can analytical CRM tools slice-and-dice customer information into?

McDonald's is ____________ selling when it asks their customers if they would like to super-size their meals.

Which company, in the text, rolled out a Web-based system called iSpectrum, developed by Summit Information Systems to pull its client data into one central repository so that company can deliver much faster customer service and improve the customer experience?

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

Good relationships cannot exist without the help or use of information systems.

Define the relationship between decision making and analytical CRM.

CRM allows an organization to accomplish all of the following, except:

_________ management systems target sales opportunities by finding new customers or companies for future sales.

CRM _________ systems help organizations identify their customers across applications.

What are the industry best practices for CRM implementation?

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

___________ CRM supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers.

List generator, ________ management, and cross-selling/upselling are the three primary operational CRM technologies used in the marketing department.

McDonald's is _________ selling when it asks their customers if they would like an apple pie with their meal.

List and describe several benefits an organization can receive from CRM.