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Exam 9: Customer Relationship Management

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Question 41

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Which of the following was one of the first CRM components built to address the issues that sales representatives were struggling with the overwhelming amount of customer account information they were required to maintain and track?

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

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Question 42

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CRM ___________ help organizations segment their customers into categories such as best and worst customers.

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Question 43

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What helps an organization identify its customers across applications?

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

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

What supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers?

The business world is shifting from customer focus to product focus.

List generators fall under the category of the sales department's CRM tools.

Compare operational CRM and analytical CRM.

CRM systems can replace more traditional forms of CRM

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

A customer strategy starts with understanding who the company's __________ are and how they help the company meet strategic goals.

An organization that uses the RFM formula tracks:

___________ CRM supports traditional transactional processing for day-to-day front-office operations or systems that deal directly with the customers.

Cross-selling is selling _________ products or services to a customer.

Back-office operations deal directly with the customer.

Which industries will want to keep using CRM as a major strategic focus in the future?

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

What automates each phase of the sales process, helping individual sales representatives coordinate and organize all of their accounts?

RFM stands for Regency, Frequency, and Monetary.