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Exam 9: Customer Relationship Management

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Question 31

Multiple Choice

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

A) Campaign management
B) Cross-selling
C) Upselling
D) Down-selling

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Question 32

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

A) Reporting
B) Analyzing
C) Processing
D) Predicting

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Question 33

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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.

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

The primary difference between operational CRM and analytical CRM is the direct interaction between the organization and its suppliers.

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.

CRM involves managing all of the following except:

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

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

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

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

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

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

Summarize the future of customer relationship management.

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

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

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

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

Describe three CRM technologies used by customer service departments.

Which question below represents a CRM analyzing technology question?