Question 1

Summarize the future of customer relationship management.

Accepted Answer

CRM future trends include: CRM applicati...

Question 2

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

Accepted Answer

A) True 
 B)False

Question 3

Compare operational CRM and analytical CRM.

Accepted Answer

Operational CRM supports traditional tra...

Question 4

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 5

What is call scripting?

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 productsE) None of the above
F) B) and C)

Question 6

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

Accepted Answer

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

Question 7

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 8

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

Accepted Answer

A) True 
 B)False

Question 9

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

Accepted Answer

A) True 
 B)False

Question 10

Call scripting systems gather 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 11

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

Accepted Answer

A)   Accounting system
B)   Order fulfillment system
C)   Inventory system
D)   Customer's personal computerE) B) and C)
F) A) and D)

Question 12

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 13

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.E) C) and D)
F) A) and B)

Question 14

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) C) and D)
F) A) and D)

Question 15

Which of the following operational CRM technologies does the sales department typically use?

Accepted Answer

A)   Campaign management, contact management, opportunity management
B)   Sales management, contact management, contact center
C)   Sales management, call scripting, opportunity management
D)   Sales management, contact management, opportunity managementE) A) and B)
F) A) and C)

Question 16

Contact management falls under the category of the customer service department's CRM tools.

Accepted Answer

A) True 
 B)False

Question 17

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

Accepted Answer

A) True 
 B)False

Question 18

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

Accepted Answer

A) True 
 B)False

Question 19

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

Question 20

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

Exam 11: Building a Customer-Centric Organizationcustomer Relationship Management

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Summarize the future of customer relationship management.

Correct AnswerverifiedCRM future trends include: CRM applicati...View AnswerShow Answer

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

Correct AnswerverifiedShow Answer

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.

Correct AnswerverifiedShow Answer

Call scripting systems gather product details and issue resolution information that can be automatically generated into a script for the representative to read to the customer.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

What is call scripting?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Contact management falls under the category of the customer service department's CRM tools.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

What is a contact center or call center?

Correct AnswerverifiedShow Answer

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.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Which of the following operational CRM technologies does the sales department typically use?

Correct AnswerverifiedShow Answer

Compare operational CRM and analytical CRM.

Correct AnswerverifiedOperational CRM supports traditional tra...View AnswerShow Answer

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

Correct AnswerverifiedShow Answer

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CRM future trends include: CRM applicati...
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Operational CRM supports traditional tra...
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Correct Answer
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