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Contact center, web-based self-scripting, and __________ scripting are the three primary operational CRM technologies used in the customer service department.

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List generator, ________ management, and cross-selling/up-selling are the three primary operational CRM technologies used in the marketing department.

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


A) Campaign management, contact management, opportunity management
B) Sales management, contact management, contact center
C) Sales management, call scripting, opportunity management
D) Sales management, contact management, opportunity management

Correct Answer

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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 systems
B) Contact management systems
C) Opportunity management systems
D) None of the above

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

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What helps an organization identify its customers across applications?


A) CRM reporting technologies
B) CRM analyzing technologies
C) CRM processing technologies
D) CRM predicting technologies

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Summarize the future of customer relationship management.

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CRM future trends include: CRM applicati...

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What is interactive voice response (IVR) ?


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) None of the above

Correct Answer

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Which question below represents a CRM predicting technology question?


A) Why did sales not meet forecasts?
B) What customers are at risk of leaving?
C) What is the total revenue by customer?
D) All of the above

Correct Answer

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


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-selling

Correct Answer

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


A) Campaign management system
B) Cross-selling
C) Up-selling
D) List generator

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

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What provides employees with a subset of CRM applications available through a web browser?


A) Supplier relationship management
B) Partner relationship management
C) Employee relationship management
D) None of the above

Correct Answer

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What is predictive dialing?


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) None of the above

Correct Answer

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

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___________ relationship management focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects, which optimizes supplier selection.

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_________ relationship management focuses on keeping vendors satisfied by managing alliance partner and reseller relationships that provide customers with the optimal sales channel.

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_________ technologies help organizations identify their customers across applications.

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


A) Sales management system
B) Contact management system
C) Opportunity management system
D) Sales force automation system

Correct Answer

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What is an organization performing when it asks questions such as "why was customer revenue so high"?


A) CRM reporting technologies
B) CRM analyzing technologies
C) CRM processing technologies
D) CRM predicting technologies

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