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Exam 11: Building a Customer-Centric Organizationcustomer Relationship Management

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Question 31

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Opportunity management CRM 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.

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Question 32

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What is automatic call distribution?

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 these

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Question 33

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Which of the following is a common customer service CRM metric?

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

What is a form of predictive analytics for marketing campaigns that attempts to identify target markets or people who could be convinced to buy products?

Call scripting systems gather product details and issue resolution information that can be automatically generated into a script for the representative to read to the customer.

What is uplift modeling?

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

Which of the following represents sales force automation?

Operational CRM supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers.

Uplift modeling is a form of predictive analytics for marketing campaigns that attempts to identify target markets or people who could be convinced to buy products.

What helps an organization identify its customers across applications?

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

Call scripting systems offer a form of predictive analytics for marketing campaigns that attempts to identify target markets or people who could be convinced to buy products.

What accesses organizational databases that track similar issues or questions and automatically generate the details to the representative who can then relay them to the customer?

Up-selling is selling additional products or services to an existing customer.

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

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

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.

What targets sales opportunities by finding new customers or companies for future sales?