Question 1

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

Accepted Answer

CRM predicting technologies use data analysis and machine learning to predict customer behavior, such as identifying which customers are at risk of leaving. This helps organizations take proactive steps to retain those customers and improve overall customer satisfaction.

Question 2

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 gather relevant product details and issue resolution information, which can be translated into a script for customer service representatives to use when assisting customers. This helps ensure consistency and accuracy in communication, as well as improved efficiency and customer satisfaction.

Question 3

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 4

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 to identify patterns and trends in order to make strategic decisions. It is not directly involved in day-to-day front-office operations or transactional processing. That falls under the realm of operational or transactional CRM.

Question 5

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 guide users through the various stages of a marketing campaign, including defining campaign goals and target audiences, planning and scheduling campaign activities, segmenting audiences, and analyzing campaign performance. These systems can help marketers streamline their workflow, improve campaign effectiveness, and achieve their marketing objectives.

Question 6

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 are a real-time communication tool that enables customers to initiate a phone call directly through a website or mobile application, allowing them to speak with a representative via the Internet.

Question 7

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 identify potential new customers or companies that can be targeted for future sales. These systems help sales teams to focus their efforts on the most promising opportunities and increase the chances of closing deals.

Question 8

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 provide customers with access to information and resources that can help them solve their problems or answer their questions via the internet.

Question 9

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

Accepted Answer

Call scripting refers to the use of pre-written scripts by customer service representatives during phone calls, not emails or instant messaging.

Question 10

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

Accepted Answer

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

Question 11

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

Accepted Answer

List generators are designed to collect customer data from a variety of sources, such as social media, email subscriptions, and website interactions. This data is then segmented according to specific demographics or behaviors, so that marketers can create targeted campaigns based on each segment's preferences and needs.

Question 12

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 13

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 a key part of operational CRM that automates and manages all customer interactions such as service requests, complaints, product returns, and information requests.

Question 14

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 15

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

Accepted Answer

The answer of Contact management falls under the category of...

Question 16

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 not the interaction between the organization and its suppliers. The primary difference is the focus of the system. Operational CRM is focused on automating and improving customer-facing processes such as sales, marketing, and customer service, while analytical CRM is focused on analyzing customer data to improve business strategies and decision-making.

Question 17

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) refers to the strategies, processes, and technologies that organizations use to manage interactions with customers and potential customers. The goal of CRM is to improve customer satisfaction, increase retention, and ultimately drive more revenue to the organization. So, the statement is true.

Question 18

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 deals directly with customers and includes systems such as sales automation, marketing automation, and customer service automation. Back-office operations and strategic analysis are typically supported by Analytical CRM and Collaborative CRM systems.

Question 19

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 20

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

Accepted Answer

CRM analysis technologies use data analysis to classify customers based on their behavior, preferences, and buying patterns, allowing organizations to identify their most valuable customers and target marketing efforts accordingly.

Quiz 11: Building a Customer-Centric Organization Customer Relationship Management