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Exam 11: Building a Customer-Centric Organizationcustomer Relationship Management

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Question 21

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Which of the following is a common marketing CRM metric?

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

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Question 22

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

A) Sales management CRM systems
B) Contact management CRM systems
C) Opportunity management CRM systems
D) All of these

E) A) and B)
F) None of the above

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Question 23

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

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

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

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?

Website personalization 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.

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

What is predictive dialing?

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

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

List generators compile customer information from a variety of sources and segment it for different marketing campaigns.

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

Predictive dialing automatically dials outbound calls and forwards answered calls to an available agent.

What is a place where customer service representatives answer customer inquiries and solve problems, usually by email, chat, or phone?

Call scripting falls under the category of the sales department's CRM tools.

What is the primary difference between contact management and opportunity management?

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

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