Question 1

Call scripting occurs when a customer service representative answers customer inquiries and solves problems by email and chat.

Accepted Answer

Call scripting is specifically used for guiding customer service representatives during phone calls, not for email and chat interactions.

Question 2

Opportunity management CRM systems target sales opportunities by finding new customers or companies for future sales.

Accepted Answer

Opportunity management CRM systems are designed to help businesses identify, track, and manage sales opportunities by focusing on potential new customers or companies, thereby increasing the chances for future sales.

Question 3

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

Accepted Answer

False

Question 4

Click-to-talk functions allow customers to click on a button and talk with a representative via the Internet.

Accepted Answer

Click-to-talk functions enable customers to initiate a voice conversation with a representative through the internet by clicking a button, often found on websites or in emails.

Question 5

Customer relationship management is a means of managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability.

Accepted Answer

Customer relationship management (CRM) is indeed focused on managing interactions with customers through various means and strategies to enhance loyalty, retention, and ultimately, the profitability of the organization.

Question 6

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.

Accepted Answer

Call scripting systems are designed to compile information about products and solutions to issues, which can then be automatically turned into a script for customer service representatives to use during calls, ensuring consistency and accuracy in customer interactions.

Question 7

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

Accepted Answer

List generators compile and segment customer information from various sources to target specific groups for marketing campaigns, enhancing the effectiveness of these campaigns by reaching the most relevant audience.

Question 8

Customer data management is a means of managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability.

Accepted Answer

The answer of Customer data management is a means of...

Question 9

Web-based self-service systems allow customers to use the web to find answers to their questions or solutions to their problems.

Accepted Answer

Web-based self-service systems are designed to enable customers to access information, perform tasks, or solve problems by themselves using a website or application, without needing direct assistance from customer service representatives.

Question 10

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

Accepted Answer

List generators are tools used for lead generation and marketing purposes, not specifically for sales department CRM (Customer Relationship Management) tools, which are used to manage a company's interactions with current and potential customers.

Question 11

Customer service and support (CSS) is a part of operational CRM that automates service requests, complaints, product returns, and information requests.

Accepted Answer

Customer Service and Support (CSS) is indeed a component of operational Customer Relationship Management (CRM) that focuses on automating and managing customer interactions related to service requests, complaints, product returns, and requests for information, aiming to improve the customer service experience.

Question 12

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

Accepted Answer

Operational CRM focuses on direct interactions with customers, such as sales and service-related processes, rather than back-office operations and strategic analysis.

Question 13

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.

Accepted Answer

Opportunity management CRM focuses on tracking and managing sales opportunities throughout the sales cycle, rather than tailoring website offers based on personal preferences.

Question 14

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

Accepted Answer

Analytical CRM is focused on analyzing customer data and behaviors to improve business decisions and customer relationships, rather than supporting day-to-day front-office operations, which is the role of Operational CRM.

Question 15

CRM predicting technologies help organizations identify their customers across other applications.

Accepted Answer

The answer of CRM predicting technologies help organizations identify their...

Question 16

Call scripting falls under the category of the sales department's CRM tools.

Accepted Answer

The answer of Call scripting falls under the category of...

Question 17

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

Accepted Answer

The primary difference between operational CRM and analytical CRM is that operational CRM focuses on the direct interaction between the organization and its customers for day-to-day operations, while analytical CRM focuses on analyzing customer data and behaviors to improve business decisions.

Question 18

Campaign management systems guide users through marketing campaigns by performing such tasks as campaign definition, planning, scheduling, segmentation, and success analysis.

Accepted Answer

Campaign management systems are designed to help marketers efficiently manage and execute marketing campaigns by offering tools for defining, planning, scheduling, segmenting audiences, and analyzing the success of their campaigns.

Question 19

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

Accepted Answer

CRM (Customer Relationship Management) analysis technologies enable organizations to analyze customer data and behaviors, allowing them to segment customers into various categories, including best and worst customers, based on criteria such as purchase history, profitability, and loyalty.

Question 20

CRM predicting technologies help organizations predict customer behavior, such as which customers are at risk of leaving.

Accepted Answer

CRM (Customer Relationship Management) predicting technologies analyze customer data and interactions to forecast future behaviors, including identifying customers who are likely to churn or leave, enabling organizations to take proactive measures to retain them.

Quiz 11: Building a Customer-Centric Organizationcustomer Relationship Management