Exam 9: Customer Relationship Management

What maintains customer contact information and identifies prospective customers for future sales?

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

RFM stands for Regency, Frequency, and Monetary.

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

What allows customers to use the web to find answers to their questions or solutions to their problems?

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

Describe three CRM technologies used by sales departments.

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

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

What is the primary difference between contact management and opportunity management?

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?

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

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

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

___________ 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.

_________ dialing automatically dials outbound calls and when someone answers, the call is forwarded to an available agent.

_________ management systems maintain customer contact information and identify prospective customers for future sales.

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

Which question below represents a CRM analyzing technology question?

Which of the following represents sales force automation?