Question 1

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.

Accepted Answer

A) True 
 B)False

Question 2

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

Accepted Answer

(1) Provide better customer service, (2)...

Question 3

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

Accepted Answer

A) True 
 B)False

Question 4

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

Accepted Answer

A) True 
 B)False

Question 5

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

Accepted Answer

A) True 
 B)False

Question 6

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
D)  Website personalizationE) All of the above
F) C) and D)

Question 7

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

Accepted Answer

A) True 
 B)False

Question 8

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

Accepted Answer

A) True 
 B)False

Question 9

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.

Accepted Answer

A) True 
 B)False

Question 10

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

Accepted Answer

A)  Supplier relationship management
B)  Partner relationship management
C)  Employee relationship management
D)  All of theseE) B) and C)
F) B) and D) A

Question 11

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

Accepted Answer

A) True 
 B)False

Question 12

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

Accepted Answer

A)  Sales management CRM system
B)  Contact management CRM system
C)  Opportunity management CRM system
D)  Sales force automation CRM systemE) None of the above
F) A) and B)

Question 13

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

Accepted Answer

A) True 
 B)False

Question 14

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?

Accepted Answer

A)  Operational CRM
B)  Analytical CRM
C)  Website personalization
D)  List generators CRME) C) and D)
F) A) and B)

Question 15

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 technologiesE) All of the above
F) C) and D) B

Question 16

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

Accepted Answer

A)  Sales management CRM systems.
B)  Contact management CRM systems.
C)  Opportunity management CRM systems.
D)  All of these.E) A) and B)
F) C) and D)

Question 17

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

Accepted Answer

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

Question 18

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

Accepted Answer

A) True 
 B)False

Question 19

Automatic call distribution routes inbound calls to available agents.

Accepted Answer

A) True 
 B)False

Question 20

Which of the following is a common marketing CRM metric?

Accepted Answer

A)  Number of new prospective customers.
B)  Average number of service calls per day.
C)  Average time to resolution.
D)  Cost per interaction by marketing campaign.E) C) and D)
F) None of the above D

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

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.

Correct AnswerverifiedShow Answer

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

Correct Answerverified(1) Provide better customer service, (2)...View AnswerShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedA

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedB

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Automatic call distribution routes inbound calls to available agents.

Correct AnswerverifiedShow Answer

Which of the following is a common marketing CRM metric?

Correct AnswerverifiedD

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(1) Provide better customer service, (2)...
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A

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B

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D