Question 1

What divides a market into categories that share similar attributes such as age, location, gender, habits, and so on?

Accepted Answer

A)  Contact center
B)  Customer segmentation
C)  Call scripting system
D)  Uplift modelingE) All of the above
F) None of the above

Question 2

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

Accepted Answer

A) True 
 B)False

Question 3

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

Accepted Answer

A)  Contact management deals with new customers; opportunity management deals with existing customers.
B)  Contact management deals with existing customers; opportunity management deals with existing customers.
C)  Contact management deals with new customers; opportunity management deals with new customers.
D)  Contact management deals with existing customers; opportunity management deals with new customers.E) A) and C)
F) A) and B)

Question 4

Customer data 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

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

Accepted Answer

A)  Contact center, web-based self-service, call scripting
B)  Sales management, contact management, opportunity management
C)  List generator, opportunity management, cross-selling and up-selling
D)  List generator, campaign management, cross-selling and Up-sellingE) B) and D)
F) B) and C)

Question 6

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

Accepted Answer

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

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

What divides a market into categories that share similar attributes such as age, location, gender, habits, and so on?

Correct Answer
verified

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

Correct Answer
verified

Customer data 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 Answer
verified

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

Correct Answer
verified

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

Correct Answer
verified

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

Correct Answer
verified

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

What divides a market into categories that share similar attributes such as age, location, gender, habits, and so on?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Customer data 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

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified