Exam 11: Building a Customer-Centric Organization Customer Relationship Management

Which of the following is a common marketing CRM metric?

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

What focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects?

What is a part of operational CRM that automates service requests, complaints, product returns, and information requests?

Automatic call distribution routes inbound calls to available agents.

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

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

Employee relationship management (ERM) provides web-based self-service tools that streamline and automate the human resource department.

CRM analysis technologies help organizations segment their customers into categories such as best and worst customers.

CRM predicting technologies help organizations predict customer behavior, such as which customers are at risk of leaving.

Interactive voice response directs customers to use touch-tone phones or keywords to navigate or provide information.

Employee relationship management focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects.

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

Call scripting occurs when a customer service representative answers customer inquiries and solves problems by email and IMing.

Opportunity management CRM occurs when a website has stored enough data about a person's likes and dislikes to fashion offers more likely to appeal to that person.

Campaign management systems guide users through marketing campaigns by performing such tasks as campaign definition, planning, scheduling, segmentation, and success analysis.

What occurs when a website can know enough about a person's likes and dislikes that it can fashion offers that are more likely to appeal to that person?

Call scripting systems offer a form of predictive analytics for marketing campaigns that attempts to identify target markets or people who could be convinced to buy products.

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

CRM predicting technologies help organizations identify their customers across other applications.