Question 1

Cross-selling is increasing the value of the sale.

Accepted Answer

A) True 
 B)False

Question 2

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

Accepted Answer

A) Contact center 
B) Web-based self-service 
C) Call scripting system 
D) Uplift modeling 
A) Contact center 
B) Web-based self-service 
C) Call scripting system 
D) Uplift modeling

Question 3

Partner relationship management provides web-based self-service tools that streamline and automate the human resource department.

Accepted Answer

A) True 
 B)False

Question 4

Uplift modeling is a form of predictive analytics for marketing campaigns that attempts to identify target markets or people who could be convinced to buy products.

Accepted Answer

A) True 
 B)False

Question 5

Website personalization 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.

Accepted Answer

A) True 
 B)False

Question 6

What is a contact center or call center?

Accepted Answer

A) A place where customer service representatives answer customer inquiries and solve problems, usually by email, chat, or phone. 
B) A system that allows customers to use the web to find answers to their questions or solutions to their problems. 
C) A system that gathers product details and issue resolution information that can be automatically generated into a script for the representative to read to the customer. 
D) A form of predictive analytics for marketing campaigns that attempts to identify target markets or people who could be convinced to buy products. 
A) A place where customer service representatives answer customer inquiries and solve problems, usually by email, chat, or phone. 
B) A system that allows customers to use the web to find answers to their questions or solutions to their problems. 
C) A system that gathers product details and issue resolution information that can be automatically generated into a script for the representative to read to the customer. 
D) A form of predictive analytics for marketing campaigns that attempts to identify target markets or people who could be convinced to buy products.

Question 7

Which of the following represents sales force automation?

Accepted Answer

A) Helping an organization identify its customers across applications. 
B) Selling additional products or services to a customer. 
C) A system that automatically tracks all of the steps in the sales process. 
D) Selling larger products or services to a customer. 
A) Helping an organization identify its customers across applications. 
B) Selling additional products or services to a customer. 
C) A system that automatically tracks all of the steps in the sales process. 
D) Selling larger products or services to a customer.

Question 8

Which of the following is a common customer service CRM metric?

Accepted Answer

A) Number of new prospective customers. 
B) Number of marketing campaigns. 
C) Average time to resolution. 
D) Revenue generated by marketing campaigns. 
A) Number of new prospective customers. 
B) Number of marketing campaigns. 
C) Average time to resolution. 
D) Revenue generated by marketing campaigns.

Question 9

What accesses organizational databases that track similar issues or questions and automatically generate the details to the CSR who can then relay them to the customer?

Accepted Answer

A) Contact center 
B) Web-based self-service 
C) Call scripting 
D) Website personalization 
A) Contact center 
B) Web-based self-service 
C) Call scripting 
D) Website personalization

Question 10

List generators fall under the category of the sales department's CRM tools.

Accepted Answer

A) True 
 B)False

Question 11

Supplier relationship management (SRM) focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects.

Accepted Answer

A) True 
 B)False

Question 12

Compare operational CRM and analytical CRM.

Accepted Answer

Operational CRM supports traditional tra

Question 13

What is a form of predictive analytics for marketing campaigns that attempts to identify target markets or people who could be convinced to buy products?

Accepted Answer

A) Contact center 
B) Web-based self-service 
C) Call scripting system 
D) Uplift modeling 
A) Contact center 
B) Web-based self-service 
C) Call scripting system 
D) Uplift modeling

Question 14

Which of the following is not one of the three phases in the evolution of CRM?

Accepted Answer

A) Reporting 
B) Analyzing 
C) Processing 
D) Predicting 
A) Reporting 
B) Analyzing 
C) Processing 
D) Predicting

Question 15

Customer service and support (CSS) is a part of operational CRM that automates service requests, complaints, product returns, and information requests.

Accepted Answer

A) True 
 B)False

Question 16

Web-based self-service systems allow customers to use the web to find answers to their questions or solutions to their problems.

Accepted Answer

A) True 
 B)False

Question 17

Customer relationship management is a means of managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability.

Accepted Answer

A) True 
 B)False

Question 18

Which of the following is not a current CRM trend?

Accepted Answer

A) Partner relationship management 
B) Supplier relationship management 
C) Employee relationship management 
D) Distributor relationship management 
A) Partner relationship management 
B) Supplier relationship management 
C) Employee relationship management 
D) Distributor relationship management

Question 19

Uplift modeling gathers product details and issue resolution information that can be automatically generated into a script for the representative to read to the customer.

Accepted Answer

A) True 
 B)False

Question 20

What is increasing the value of the sale?

Accepted Answer

A) Cross-selling 
B) Up-selling 
C) Campaign management system 
D) Customer service and support 
A) Cross-selling 
B) Up-selling 
C) Campaign management system 
D) Customer service and support

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

Cross-selling is increasing the value of the sale.

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

Partner relationship management provides web-based self-service tools that streamline and automate the human resource department.

Uplift modeling is a form of predictive analytics for marketing campaigns that attempts to identify target markets or people who could be convinced to buy products.

Website personalization 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.

What is a contact center or call center?

Which of the following represents sales force automation?

Which of the following is a common customer service CRM metric?

What accesses organizational databases that track similar issues or questions and automatically generate the details to the CSR who can then relay them to the customer?

List generators fall under the category of the sales department's CRM tools.

Supplier relationship management (SRM) focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects.

Compare operational CRM and analytical CRM.

What is a form of predictive analytics for marketing campaigns that attempts to identify target markets or people who could be convinced to buy products?

Which of the following is not one of the three phases in the evolution of CRM?

Customer service and support (CSS) is a part of operational CRM that automates service requests, complaints, product returns, and information requests.

Web-based self-service systems allow customers to use the web to find answers to their questions or solutions to their problems.

Customer relationship management is a means of managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability.

Which of the following is not a current CRM trend?

Uplift modeling gathers product details and issue resolution information that can be automatically generated into a script for the representative to read to the customer.

What is increasing the value of the sale?

Business Driven Technology

Identifying Competitive Advantages

Strategic Initiatives for Implementing Competitive Advantages

Measuring the Success of Strategic Initiatives

Organizational Structures That Support Strategic Initiatives

Valuing and Storing Organizational Information Databases

Accessing Organizational Information Data Warehouses

Understanding Big Data and Its Impact on Business

Enabling the Organization Decision Making

Extending the Organization Supply Chain Management

Integrating the Organization From End to End Enterprise Resource Planning

Creating Innovative Organizations

E-business

Creating Collaborative Partnerships

Integrating Wireless Technology in Business

Developing Software to Streamline Operations

Methodologies for Supporting Agile Organizations

Managing Organizational Projects

B: Extension: A Business Basics

B: Extension: A Business Process

B: Extension: A Hardware and Software Basics

B: Extension: A Mis Infrastructures

B: Extension: A Networks and Telecommunications

B: Extension: A Information Security

B: Extension: A Ethics

B: Extension: A Operations Management

B: Extension: A Sustainable Mis Infrastructures

B: Extension: A Business Intelligence

B: Extension: A Global Information Systems

B: Extension: A Global Trends

Filters