Question 1

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) None of the above
F) B) and C)

Question 2

Contact management falls under the category of the customer service department's CRM tools.

Accepted Answer

A) True 
 B)False

Question 3

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)   Upselling
D)   Down-sellingE) All of the above
F) C) and D)

Question 4

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

Accepted Answer

The answer of ___________ relationship management focuses on keeping suppliers...

Question 5

What focuses on keeping vendors satisfied by managing alliance partner and reseller relationships that provide customers with the optimal sales channel?

Accepted Answer

A)   Supplier relationship management
B)   Partner relationship management
C)   Employee relationship management
D)   None of theseE) A) and C)
F) All of the above

Question 6

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

Accepted Answer

A)   operational management
B)   change management
C)   functional management of the existing CRM solution
D)   All of theseE) C) and D)
F) None of the above

Question 7

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 8

List and describe the industry best practices for implementing a successful CRM system.

Accepted Answer

(1) Clearly communicate the CR...

Question 9

_________ 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 10

CRM involves managing all of the following except:

Accepted Answer

A)   increase customer loyalty
B)   increase customer retention
C)   increase organization's profitability
D)   increase sales commissionE) B) and C)
F) B) and D)

Question 11

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 customersE) All of the above
F) A) and B)

Question 12

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

Accepted Answer

A)   Campaign management system
B)   Cross-selling
C)   Up-selling
D)   List generatorE) A) and B)
F) A) and C)

Question 13

Summarize the future of customer relationship management.

Accepted Answer

CRM future trends include: CRM applicati...

Question 14

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

Accepted Answer

A)   Contact centre
B)   Web-based self-service
C)   Call scripting
D)   None of theseE) C) and D)
F) B) and D)

Question 15

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 16

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

Accepted Answer

A)   Alliance partners
B)   Dealers
C)   Resellers
D)   Partner relationship management PRME) C) and D)
F) B) and D)

Question 17

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

Accepted Answer

A)   Automatic call distribution
B)   Interactive voice response
C)   Predictive dialing
D)   Automatic predictive dialingE) C) and D)
F) None of the above

Question 18

Which question below represents a CRM analyzing technology question?

Accepted Answer

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 theseE) A) and C)
F) A) and B)

Question 19

Describe three CRM technologies used by customer service departments.

Accepted Answer

Three customer service operational CRM t...

Question 20

CRM is a technology based on the premise that those organizations that understand the needs of individual customers are best positioned to achieve sustainable competitive advantage in the future.

Accepted Answer

A) True 
 B)False

Exam 9: Customer Relationship Management

CRM is a technology based on the premise that those organizations that understand the needs of individual customers are best positioned to achieve sustainable competitive advantage in the future.

Correct AnswerverifiedShow Answer

Describe three CRM technologies used by customer service departments.

Correct AnswerverifiedThree customer service operational CRM t...View AnswerShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

List and describe the industry best practices for implementing a successful CRM system.

Correct Answerverified(1) Clearly communicate the CR...View AnswerShow 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 considered a feature in a contact centre?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Contact management falls under the category of the customer service department's CRM tools.

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

What focuses on keeping vendors satisfied by managing alliance partner and reseller relationships that provide customers with the optimal sales channel?

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

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

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Summarize the future of customer relationship management.

Correct AnswerverifiedCRM future trends include: CRM applicati...View AnswerShow Answer

Which question below represents a CRM analyzing technology question?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

CRM involves managing all of the following except:

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

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Three customer service operational CRM t...
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(1) Clearly communicate the CR...
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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CRM future trends include: CRM applicati...
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Correct Answer
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Correct Answer
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Correct Answer
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