Exam 9: Customer Relationship Management

An automotive dealership devised a low-cost campaign offering coupons for free oil changes by creating a Facebook application using a Microsoft cloud toolkit. This development approach is a good example of:

Customer relationship management strategies may attempt to find answers to the following question:

CRM (Customer Relationship Management) and BI (Business Intelligence) are one and the same.

What do the implementation project's technological aspects focus on once the CRM application has been installed?

_____ that are tied to lead-tracking software can tell when people click on a promotion and the depth of their investigation so that sales personnel have information on which prospects are most ready to buy.

What is most important about CRM data?

The first phase in CRM is:

Up-selling is the process of encouraging customers to purchase higher-priced products or services.

_____ are programs that can search the web and find relevant information for a user.

A company's management team makes decisions from information identified in the data capture stage of the CRM process.