Question 1

Which of the following is not a valid way that a CRM system can collect information?

Accepted Answer

CRM systems typically collect information from internal business systems such as accounting, order fulfillment, and inventory systems. They do not directly collect information from a customer's personal computer due to privacy and security concerns.

Question 2

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

Accepted Answer

Call scripting accesses organizational databases to provide representatives with the necessary information to address customer inquiries effectively.

Question 3

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?

Accepted Answer

Sales force automation system was one of the first CRM components developed to help sales representatives manage and automate the tracking of customer interactions and information, reducing the manual workload and improving efficiency.

Question 4

Which of the following operational CRM technologies does the marketing department typically use?

Accepted Answer

List generator, campaign management, and cross-selling and up-selling are operational CRM technologies typically used by the marketing department to identify and target potential clients, manage marketing campaigns, and increase sales by suggesting additional products or services.

Question 5

What helps an organization identify its customers across applications?

Accepted Answer

CRM reporting technologies help an organization identify its customers across applications by providing a centralized view of customer data. This data can be used to track customer interactions, identify trends, and develop targeted marketing campaigns.

Question 6

What compiles customer information from a variety of sources and segments the information for different marketing campaigns?

Accepted Answer

A list generator compiles customer information from various sources and segments it for different marketing campaigns.

Question 7

Which of the following provides customer service representatives to answer customer inquiries and respond to problems through a number of different customer touch points?

Accepted Answer

Contact centers are designed to handle a wide range of customer interactions, including inquiries and problems, across various channels or touch points, such as phone, email, chat, and social media.

Question 8

Which of the following operational CRM technologies does the sales department typically use?

Accepted Answer

Sales management, contact management, and opportunity management are core components of operational CRM technologies used by sales departments to streamline their processes, manage customer interactions, and track sales opportunities.

Question 9

What maintains customer contact information and identifies prospective customers for future sales?

Accepted Answer

Contact management CRM systems are specifically designed to maintain customer contact information and identify prospective customers for future sales, making them the correct choice for this function.

Question 10

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

Accepted Answer

The answer of What automates each phase of the sales...

Question 11

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

Accepted Answer

CRM analyzing technologies are used to delve into data to understand patterns, trends, and reasons behind certain outcomes, such as high customer revenue. This involves examining detailed data to answer "why" questions.

Question 12

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

Accepted Answer

A campaign management system is designed to handle the various aspects of marketing campaigns, including definition, planning, scheduling, segmentation, and success analysis. It provides tools and features to manage and analyze marketing efforts effectively.

Question 13

What occurs when a website can know enough about a person's likes and dislikes that it can fashion offers that are more likely to appeal to that person?

Accepted Answer

Website personalization occurs when a website uses data about a person's preferences to tailor content and offers specifically to that individual.

Question 14

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

Accepted Answer

The three phases in the evolution of Customer Relationship Management (CRM) are Reporting, Analyzing, and Predicting. Processing is not considered one of these three core phases.

Question 15

Which of the following represents sales force automation?

Accepted Answer

Sales force automation refers to the use of software to automate the business tasks of sales, including order processing, contact management, information sharing, inventory monitoring and control, order tracking, customer management, sales forecast analysis, and employee performance evaluation. Option C, a system that automatically tracks all of the steps in the sales process, directly aligns with this definition by describing a system designed to automate and streamline the sales process for efficiency.

Question 16

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

Accepted Answer

Contact management focuses on maintaining and organizing information about existing customers, while opportunity management is concerned with tracking potential sales opportunities with new customers.

Question 17

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

Accepted Answer

Web-based self-service enables customers to use the internet to find answers to their questions or solutions to their problems without the need for direct interaction with company representatives.

Question 18

Which of the following operational CRM technologies does the customer service department typically use?

Accepted Answer

Operational CRM technologies aimed at improving customer service often include contact centers, web-based self-service platforms, and call scripting tools. These technologies are designed to streamline customer interactions, provide immediate assistance, and enhance the overall customer experience.

Question 19

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

Accepted Answer

Up-selling is the practice of encouraging customers to purchase a comparable higher-end product than the one in question, while cross-selling invites customers to buy related or complementary items. Since super-sizing a meal is offering a larger, more expensive version of the item already being purchased, it is an example of up-selling.

Question 20

What targets sales opportunities by finding new customers or companies for future sales?

Accepted Answer

Opportunity management systems target sales opportunities by identifying and managing new sales prospects and customers, focusing on future sales activities and strategies.

Quiz 11: Building a Customer-Centric Organizationcustomer Relationship Management