Question 1

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

Accepted Answer

Supplier relationship management (SRM)-f...

Question 2

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

Accepted Answer

A)  Contact center
B)  Web-based self-service
C)  Call scripting
D)  Website personalizationE) A) and B)
F) A) and C)

Question 3

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.

Accepted Answer

A) True 
 B)False

Question 4

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

Question 5

What is interactive voice response (IVR) ?

Accepted Answer

A)  Automatically dials outbound calls and when someone answers, the call is forwarded to an available agent
B)  Directs customers to use touch-tone phones or keywords to navigate or provide information
C)  A phone switch routes inbound calls to available agents
D)  All of theseE) A) and B)
F) A) and C)

Question 6

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

Accepted Answer

A)  Campaign management
B)  Cross-selling
C)  Up-selling
D)  Down-sellingE) All of the above
F) A) and B)

Question 7

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?

Accepted Answer

A)  Sales management system
B)  Contact management system
C)  Opportunity management system
D)  Sales force automation systemE) A) and B)
F) B) and C)

Question 8

Summarize the future of customer relationship management.

Accepted Answer

CRM future trends include: CRM applicati...

Question 9

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

Accepted Answer

A)  Campaign management system
B)  Cross-selling
C)  Up-selling
D)  List generatorE) None of the above
F) B) and C)

Question 10

What helps an organization identify its customers across applications?

Accepted Answer

A)  CRM reporting technologies
B)  CRM analyzing technologies
C)  CRM processing technologies
D)  CRM predicting technologiesE) A) and B)
F) B) and C)

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) A) and B)
F) B) and C)

Question 12

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 13

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

Accepted Answer

A) True 
 B)False

Question 14

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

Accepted Answer

A) True 
 B)False

Question 15

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

Accepted Answer

A) True 
 B)False

Question 16

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

Accepted Answer

A) True 
 B)False

Question 17

What 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)  Contact center
B)  Web-based self-service
C)  Call scripting system
D)  Uplift modelingE) A) and B)
F) C) and D)

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

Accepted Answer

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

Question 20

What is web-based self-service?

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) B) and D)
F) A) and D)

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

Correct Answer
verified

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

Correct Answer
verified

Summarize the future of customer relationship management.

Correct Answer
verified
CRM future trends include: CRM applicati...
View Answer

What helps an organization identify its customers across applications?

Correct Answer
verified

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

Correct Answer
verified
Supplier relationship management (SRM)-f...
View Answer

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

Correct Answer
verified

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

Correct Answer
verified

What is web-based self-service?

Correct Answer
verified

What is interactive voice response (IVR) ?

Correct Answer
verified

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

Correct Answer
verified

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

Correct Answer
verified

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

Correct Answer
verified

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

Correct Answer
verified

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

Correct Answer
verified

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?

Correct Answer
verified

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

Correct Answer
verified

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

Correct Answer
verified

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

Correct Answer
verified

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

Correct Answer
verified

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

Correct Answer
verified

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Summarize the future of customer relationship management.

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

What helps an organization identify its customers across applications?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedSupplier relationship management (SRM)-f...View AnswerShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

What is web-based self-service?

Correct AnswerverifiedShow Answer

What is interactive voice response (IVR) ?

Correct AnswerverifiedShow Answer

What 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

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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?

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified
CRM future trends include: CRM applicati...
View Answer

Correct Answer
verified

Correct Answer
verified
Supplier relationship management (SRM)-f...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
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Correct Answer
verified

Correct Answer
verified

Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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