Question 1

Summarize the future of customer relationship management.

Accepted Answer

CRM future trends include: CRM applicati

Question 2

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 the above 
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 the above

Question 3

What is predictive dialing?

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 the above 
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 the above

Question 4

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

Accepted Answer

A)  Supplier relationship management 
B)  Partner relationship management 
C)  Employee relationship management 
D)  None of the above 
A)  Supplier relationship management 
B)  Partner relationship management 
C)  Employee relationship management 
D)  None of the above

Question 5

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

Accepted Answer

The answer of List generator, ________ management, and cross-selling/up-selling are...

Question 6

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

Accepted Answer

A)  Contact center, 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 center, 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 7

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

Accepted Answer

The answer of List ____________ compile customer information from a...

Question 8

Which question below represents a CRM predicting technology question?

Accepted Answer

A)  Why did sales not meet forecasts? 
B)  What customers are at risk of leaving? 
C)  What is the total revenue by customer? 
D)  All of the above 
A)  Why did sales not meet forecasts? 
B)  What customers are at risk of leaving? 
C)  What is the total revenue by customer? 
D)  All of the above

Question 9

What helps an organization identify its customers across applications?

Accepted Answer

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

Question 10

What guides users through marketing campaigns performing such tasks as campaign definition, planning, scheduling, segmentation, and success analysis?

Accepted Answer

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

Question 11

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

Accepted Answer

A)  Sales management systems 
B)  Contact management systems 
C)  Opportunity management systems 
D)  None of the above 
A)  Sales management systems 
B)  Contact management systems 
C)  Opportunity management systems 
D)  None of the above

Question 12

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

Accepted Answer

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

Question 13

"Why did sales not meet forecasts?" is an example of _________ technologies in CRM.

Accepted Answer

The answer of "Why did sales not meet forecasts?" is...

Question 14

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

Accepted Answer

The answer of _________ relationship management focuses on keeping vendors...

Question 15

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

Accepted Answer

The answer of Contact center, web-based self-scripting, and __________ scripting...

Question 16

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

Question 17

The evolution of CRM is reporting, analyzing, and predicting.

Accepted Answer

A) True 
 B)False

Question 18

_________ technologies help organizations identify their customers across applications.

Accepted Answer

The answer of _________ technologies help organizations identify their customers...

Question 19

___________ relationship management focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects, which optimizes supplier selection.

Accepted Answer

The answer of ___________ relationship management focuses on keeping suppliers...

Question 20

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

Summarize the future of customer relationship management.

What is interactive voice response (IVR)?

What is predictive dialing?

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

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

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

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

Which question below represents a CRM predicting technology question?

What helps an organization identify its customers across applications?

What guides users through marketing campaigns performing such tasks as campaign definition, planning, scheduling, segmentation, and success analysis?

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

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

"Why did sales not meet forecasts?" is an example of _________ technologies in CRM.

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

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

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

The evolution of CRM is reporting, analyzing, and predicting.

_________ technologies help organizations identify their customers across applications.

___________ relationship management focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects, which optimizes supplier selection.

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

Business Basics

Business Process

Hardware and Software

Enterprise Architectures

Networks and Telecommunications

Information Security

Ethics

Supply Chain Management

Enterprise Resource Planning

Ebusiness

Global Trends on OLC

Strategic Outsourcing on OLC

Systems Development

Project Management

Operations Management

Organizational Architecture Trends

Business Intelligence

Global Information Systems

Mobile Technology

Filters

Exam 9: Customer Relationship Management

Summarize the future of customer relationship management.

What is interactive voice response (IVR)?

What is predictive dialing?

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

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

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

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

Which question below represents a CRM predicting technology question?

What helps an organization identify its customers across applications?

What guides users through marketing campaigns performing such tasks as campaign definition, planning, scheduling, segmentation, and success analysis?

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

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

"Why did sales not meet forecasts?" is an example of _________ technologies in CRM.

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

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

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

The evolution of CRM is reporting, analyzing, and predicting.

_________ technologies help organizations identify their customers across applications.

___________ relationship management focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects, which optimizes supplier selection.

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

Business Basics

Business Process

Hardware and Software

Enterprise Architectures

Networks and Telecommunications

Information Security

Ethics

Supply Chain Management

Enterprise Resource Planning

Ebusiness

Global Trends on OLC

Strategic Outsourcing on OLC

Systems Development

Project Management

Operations Management

Organizational Architecture Trends

Business Intelligence

Global Information Systems

Mobile Technology

Filters