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

What is web-based self-service?

Interactive voice response automatically dials outbound calls and forwards answered calls to an available agent.

Click-to-talk functions allow customers to click on a button and talk with a representative via the Internet.

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

What is McDonald's performing when it asks its customers if they would like to super-size their meals?

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?

What provides web-based self-service tools that streamline and automate the human resource department?

Summarize the future of customer relationship management.

Which of the following is not a valid way that a CRM system can collect information?

The primary difference between operational CRM and analytical CRM is the direct interaction between the organization and its suppliers.

Automatic call distribution directs customers to use touch-tone phones or keywords to navigate or provide information.

What is selling additional products or services to an existing customer?

Which of the following provides customer service representatives to answer customer inquiries and respond to problems through a number of different customer touch points?

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

Compare customer relationship management, supplier relationship management, partner relationship management, and employee relationship management.

Analytical CRM provides customer segmentation, which divides a market into categories that share similar attributes such as age, location, gender, habits, and so on.By segmenting customers into groups, it becomes easier to create targeted marketing and sales campaigns, ensuring that you are not wasting resources marketing products to the wrong customers.

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

What is interactive voice response (IVR)?

What helps an organization identify its customers across applications?

Partner relationship management (PRM) discovers optimal sales channels by selecting the right partners and identifying mutual customers.