Question 1

Automatic call distribution routes inbound calls to available agents.

Accepted Answer

Automatic call distribution (ACD) is a technology that efficiently routes incoming calls to available agents, based on a pre-set criteria. This helps businesses manage call volume and improve customer service by reducing wait times and effectively utilizing resources.

Question 2

Partner relationship management (PRM) discovers optimal sales channels by selecting the right partners and identifying mutual customers.

Accepted Answer

PRM is a strategy that focuses on building and managing strong relationships with partners to establish mutual benefits and improve sales performance by identifying the most effective sales channels and targeting mutual customers.

Question 3

Which of the following is not a valid way that a CRM system can collect information?
A)Accounting system
B)Order fulfillment system
C)Inventory system
D)Customer's personal computer

Accepted Answer

A customer's personal computer is not a system that a CRM can collect information from. The other options, accounting system, order fulfillment system, and inventory system are all valid ways that a CRM can gather data.

Question 4

Supplier relationship management discovers optimal sales channels by selecting the right partners and identifying mutual customers.

Accepted Answer

Supplier relationship management focuses on developing and managing relationships with the suppliers of goods and services to maximize value and ensure a sustainable supply chain, rather than discovering sales channels or identifying customers.

Question 5

Interactive voice response directs customers to use touch-tone phones or keywords to navigate or provide information.

Accepted Answer

Interactive voice response (IVR) uses touch-tone phones or keywords to interact with customers and navigate or provide information.

Question 6

Interactive voice response routes inbound calls to available agents.

Accepted Answer

The answer of Interactive voice response routes inbound calls to...

Question 7

Automatic call distribution directs customers to use touch-tone phones or keywords to navigate or provide information.

Accepted Answer

Automatic call distribution (ACD) is a telephony technology that distributes incoming calls to a specific group of terminals or agents based on customer need, agent skill set, and other criteria, not on touch-tone or keyword navigation which is associated with Interactive Voice Response (IVR) systems.

Question 8

Uplift modeling gathers product details and issue resolution information that can be automatically generated into a script for the representative to read to the customer.

Accepted Answer

Uplift modeling is a predictive modeling technique used to identify the incremental impact of a treatment (such as a marketing action) on a particular outcome of interest, rather than gathering product details or generating scripts for customer service representatives.

Question 9

Employee relationship management focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects.

Accepted Answer

Employee relationship management is focused on managing and improving relationships between employers and employees. It involves activities such as communication, training, recognition, and conflict resolution. Managing supplier satisfaction falls under supplier relationship management.

Question 10

Cross-selling is increasing the value of the sale.

Accepted Answer

The answer of Cross-selling is increasing the value of the...

Question 11

Call scripting systems offer a form of predictive analytics for marketing campaigns that attempts to identify target markets or people who could be convinced to buy products.

Accepted Answer

The answer of Call scripting systems offer a form of...

Question 12

Predictive dialing automatically dials outbound calls and forwards answered calls to an available agent.

Accepted Answer

Predictive dialing software dials multiple numbers at once and analyses the probability of each call being answered. Once it predicts that a call will be answered, it connects the call to an available agent.

Question 13

Analytical CRM provides customer segmentation, which divides a market into categories that share similar attributes such as age, location, gender, habits, and so on.By segmenting customers into groups, it becomes easier to create targeted marketing and sales campaigns, ensuring that you are not wasting resources marketing products to the wrong customers.

Accepted Answer

Analytical CRM indeed provides customer segmentation, which helps in creating targeted marketing and sales campaigns by focusing on customers who share similar attributes.

Question 14

Partner relationship management provides web-based self-service tools that streamline and automate the human resource department.

Accepted Answer

Partner relationship management refers to managing relationships with business partners, such as vendors, suppliers, and distributors. It does not typically involve automating human resource processes.

Question 15

Interactive voice response automatically dials outbound calls and forwards answered calls to an available agent.

Accepted Answer

Interactive Voice Response (IVR) systems are designed to manage incoming calls by providing automated responses and routing calls based on the caller's input, not for automatically dialing outbound calls.

Question 16

Up-selling is selling additional products or services to an existing customer.

Accepted Answer

The answer of Up-selling is selling additional products or services...

Question 17

Uplift modeling is a form of predictive analytics for marketing campaigns that attempts to identify target markets or people who could be convinced to buy products.

Accepted Answer

Uplift modeling is indeed a form of predictive analytics for marketing campaigns focused on identifying target markets or individuals who are most likely to be convinced to buy a product.

Question 18

Website personalization 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

Website personalization uses stored data about a person's preferences to tailor offers and content to their interests.

Question 19

Employee relationship management (ERM) provides web-based self-service tools that streamline and automate the human resource department.

Accepted Answer

Employee relationship management (ERM) systems provide web-based self-service tools that reduce the administrative burden on the HR department and allow employees to manage their own information and benefits.

Question 20

Supplier relationship management (SRM) focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects.

Accepted Answer

SRM is a strategic approach to managing interactions with suppliers to maximize the value of goods and services received while minimizing risk and costs. It involves evaluating supplier performance, categorizing suppliers based on their capabilities and contributions, and developing strategies to build better relationships and improve communication. By keeping suppliers satisfied, businesses can improve their overall supply chain performance and achieve better outcomes for their customers.

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