Question 1

Which of the following represents sales force automation?

Accepted Answer

A)   Helping an organization identify its customers across applications
B)   Selling additional products or services to a customer
C)   A system that automatically tracks all of the steps in the sales process
D)   Selling larger products or services to a customerE) B) and C)
F) A) and B)

Question 2

_________ dialing automatically dials outbound calls and when someone answers, the call is forwarded to an available agent.

Accepted Answer

The answer of _________ dialing automatically dials outbound calls and...

Question 3

Retailers are agents who sell products or services on behalf of a company or organization, particularly in the automobile industry.

Accepted Answer

A) True 
 B)False

Question 4

The CRM manager's full-time responsibilities includes ______________________________.

Accepted Answer

A)   operational management
B)   change management
C)   functional management of the existing CRM solution
D)   All of the aboveE) A) and B)
F) C) and D)

Question 5

Which of the following represents operational CRM?

Accepted Answer

A)   Supports traditional transactional processing
B)   Supports day-to-day front-office operations
C)   Supports operations that deal directly with the customers
D)   All of the aboveE) B) and C)
F) A) and B)

Question 6

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 7

The evolution of CRM is reporting, analyzing, and predicting.

Accepted Answer

A) True 
 B)False

Question 8

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

Accepted Answer

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

Question 9

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

Accepted Answer

A)   Contact center, Web-based self-service, call scripting
B)   Contact center, cross-selling and up-selling, Web-based self-service
C)   List generator, opportunity management, cross-selling and up-selling
D)   List generator, campaign management, cross-selling and up-sellingE) B) and D)
F) None of the above

Question 10

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

Accepted Answer

A)   Reporting
B)   Analyzing
C)   Processing
D)   PredictingE) A) and B)
F) All of the above

Question 11

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.

Accepted Answer

The answer of Customer relationship management involves managing all aspects...

Question 12

Discuss future trends in CRM?

Accepted Answer

In the future, CRM applications will con...

Question 13

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) A) and D)
F) None of the above

Question 14

"Why did sales not meet forecasts?" is an example of _________ technologies in CRM.

Accepted Answer

The answer of "Why did sales not meet forecasts?" is...

Question 15

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

Accepted Answer

The answer of List ____________ compile customer information from a...

Question 16

Which of the following is not a CRM industry best practice?

Accepted Answer

A)   Define information needs and flows
B)   Build an integrated view of the customer
C)   Scalability for organizational growth
D)   Implement in the big bang approachE) B) and C)
F) A) and D)

Question 17

Supplier relationship management is not the same thing as a _______________ system.

Accepted Answer

A)   SRM
B)   CRM
C)   ERP
D)   TPSE) B) and D)
F) B) and C)

Question 18

CRM suites will also incorporate SRM, PRM and ERM modules as enterprises seek to take advantage of these initiatives.

Accepted Answer

A)   SRM
B)   PRM
C)   ERM
D)   All of the aboveE) B) and C)
F) A) and B)

Question 19

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

Question 20

Supplier relationship management is the same thing as an SRM system.

Accepted Answer

A) True 
 B)False

Exam 6: Strengthening a Companys Competitive Position

What helps an organization identify its customers across applications?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

"Why did sales not meet forecasts?" is an example of _________ technologies in CRM.

Correct AnswerverifiedShow Answer

Supplier relationship management is the same thing as an SRM system.

Correct AnswerverifiedShow Answer

Supplier relationship management is not the same thing as a _______________ system.

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

Which of the following is not a CRM industry best practice?

Correct AnswerverifiedShow Answer

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.

Correct AnswerverifiedShow Answer

Which of the following represents sales force automation?

Correct AnswerverifiedShow Answer

Which of the following represents operational CRM?

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

The evolution of CRM is reporting, analyzing, and predicting.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Discuss future trends in CRM?

Correct AnswerverifiedIn the future, CRM applications will con...View AnswerShow Answer

Retailers are agents who sell products or services on behalf of a company or organization, particularly in the automobile industry.

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

CRM suites will also incorporate SRM, PRM and ERM modules as enterprises seek to take advantage of these initiatives.

Correct AnswerverifiedShow Answer

_________ dialing automatically dials outbound calls and when someone answers, the call is forwarded to an available agent.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

The CRM manager's full-time responsibilities includes ______________________________.

Correct AnswerverifiedShow Answer

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In the future, CRM applications will con...
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(1) Provide better customer service.
(2)...
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