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Exam 9: Customer Relationship Management

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Question 21

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Which of the following is not considered a feature in a contact center?

A) Automatic call distribution
B) Interactive voice response
C) Predictive dialing
D) Automatic predictive dialing

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

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Question 22

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Describe three CRM technologies used by customer service departments.

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Three customer service operational CRM t...

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Question 23

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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?

What focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects, which optimizes supplier selection?

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

Which question below represents a CRM reporting technology example?

What is automatic call distribution?

McDonald's is _________ selling when it asks their customers if they would like an apple pie with their meal.

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

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

__________ management systems automate each phase of the sales process, helping individual sales representatives coordinate and organization all of their accounts.

What focuses on keeping vendors satisfied by managing alliance partner and reseller relationships that provide customers with the optimal sales channel?

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

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

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

Describe three CRM technologies used by marketing departments.

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

An organization can find its most valuable customers by using a formula that industry insiders call Recency, ______________, and Monetary Value.

What compiles customer information from a variety of sources and segments the information for different marketing campaigns?

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