Question 1

Which of the following examples explains the improved planning benefit of using a customer relationship management (CRM)system?

Accepted Answer

CRM systems can provide mechanisms for managing and scheduling sales follow-ups, which can help with improved planning by allowing the company to assess customer satisfaction, repurchase probabilities, time frames, and frequencies. This information can be used to plan future sales strategies and identify areas for improvement.

Question 2

________ focuses on studying customer behavior and perceptions in order to provide the business intelligence necessary to identify new opportunities and to provide superior customer service.

Accepted Answer

Analytical customer relationship management (CRM) specifically focuses on studying customer behavior and perceptions in order to provide business intelligence to identify new opportunities and provide better customer service. The other options mentioned, such as sales force automation and collaborative design automation, are not directly related to studying customer behavior and perceptions.

Question 3

Which of the following portrays the individualized service benefit of a customer relationship management (CRM)system?

Accepted Answer

Learning how each customer defines product and service quality allows for customized product, pricing, and services to be designed or developed collaboratively, which is an example of individualized service benefit of a CRM system.

Question 4

Which of the following portrays the improved product development benefit of a customer relationship management (CRM)system?

Accepted Answer

The answer of Which of the following portrays the improved...

Question 5

________ tools help a company in the execution of the customer relationship management (CRM)strategy by improving the management of promotional campaigns.

Accepted Answer

Enterprise marketing management tools specifically focus on improving the management of promotional campaigns. While other tools such as business intelligence, sales force automation, and customer interaction centers can also support CRM strategy execution, they are not as directly related to campaign management as enterprise marketing management tools. Execution management is a vague term and could potentially refer to any tool or process related to implementing a CRM strategy, so it is not a clear choice.

Question 6

________ refers to systems for providing effective and efficient communication with the customer from the entire organization.

Accepted Answer

Collaborative customer relationship management (CRM) focuses on direct communication with customers from various touchpoints across the organization, ensuring that all interactions are consistent, integrated, and aligned to provide the best customer experience. This approach involves various departments and uses multiple channels for communication, making it distinct from the other options which have more specific focuses.

Question 7

Which of the following is a component of an operational customer relationship management (CRM)system?

Accepted Answer

Sales force automation is a key component of operational CRM systems, which are focused on streamlining and optimizing customer-facing processes such as sales, marketing, and customer service. Data warehouse, enterprise resource planning, data mining and visualization, and business intelligence are all important tools in managing customer data and insights, but they are not necessarily specific to operational CRM systems.

Question 8

Briefly describe the information flow element of a supply chain.

Accepted Answer

The answer of Briefly describe the information flow element of...

Question 9

________ customer relationship management (CRM)systems help to create mass e-mail marketing campaigns wherein each consumer receives an individualized e-mail based on their prior purchase history.

Accepted Answer

Operational CRM systems are designed to automate and improve customer-facing and customer-supporting business processes, such as sales, marketing, and customer service, which includes creating personalized marketing campaigns based on customer data.

Question 10

Describe the advantages of radio frequency identification (RFID)over standard bar code technologies.

Accepted Answer

The answer of Describe the advantages of radio frequency identification...

Question 11

Identify the factors that help in building models of customer demand in an analytical customer relationship management (CRM)system.

Accepted Answer

The answer of Identify the factors that help in building...

Question 12

Explain the importance of supply chain analytics.

Accepted Answer

The answer of Explain the importance of supply chain analytics....

Question 13

________ is the first component of an operational customer relationship management system that supports a broad range of business processes,such as tracking and managing customer history and preferences,account and contact management,and order processing and tracking.

Accepted Answer

Sales force automation (SFA) is a component of customer relationship management (CRM) systems that focuses on managing the sales process. It includes features such as account and contact management, lead tracking and management, opportunity management, and order processing and tracking. SFA is often the first component of a CRM system implemented to improve sales effectiveness and efficiency. The other choices may be components of a CRM system, but they do not specifically address the business processes mentioned in the question.

Question 14

________ customer relationship management (CRM)includes systems used for automating the fundamental business processes and for interacting with a customer.

Accepted Answer

Operational CRM focuses on the automation of processes like marketing, sales, and customer service in order to increase efficiency and productivity. This type of CRM is transactional in nature and is meant to streamline interactions with customers.

Question 15

Organizations that effectively utilize ________ can more easily customize marketing campaigns from the segment level to even the individual customer.

Accepted Answer

Analytical customer relationship management (CRM) allows organizations to analyze customer data and behavior to create targeted marketing campaigns that can be customized to a specific segment or even an individual customer. This enables better customer engagement and can result in higher conversion rates and customer loyalty.

Question 16

________ refers to systems that automate requests,complaints,product returns,and information requests.

Accepted Answer

Customer service and support systems automate requests, complaints, product returns, and information requests to provide better customer service and support. Data warehouse is a large collection of structured and unstructured data used for business intelligence, not customer service. Enterprise marketing management refers to software and processes for managing marketing campaigns and creating personalized customer experiences. Execution management refers to the management of business operations and processes for achieving specific goals. Sales force automation refers to software and tools for automating and managing sales activities and processes, not customer service.

Question 17

Which of the following is a main objective of customer relationship management applications focusing on downstream information flows?

Accepted Answer

The answer of Which of the following is a main...

Question 18

Which of the following examples portrays the 24/7/365 operation of a customer relationship management (CRM)system?

Accepted Answer

Web-based interfaces that provide product information, sales status, support information, issue tracking, and so on, can be accessed by customers at any time, indicating the 24/7/365 operation of the CRM system.

Question 19

________ refers to using multiple communication channels to support the communication preferences of users,such as the Web,the company's Facebook page,industry blogs,telephone,and so on.

Accepted Answer

The term described in the question is customer engagement center, which refers to the use of different channels to engage with customers and cater to their communication preferences. The other options listed in the question do not relate to this concept.

Question 20

Identify a key technology in analytical customer relationship management (CRM)systems.

Accepted Answer

Data mining is a key technology in analytical CRM systems, allowing businesses to analyze large amounts of customer data to identify patterns and make more informed decisions. By using data mining techniques such as clustering, classification, and association rule mining, businesses can gain insights into customer behavior and preferences, and use this information to improve customer satisfaction and loyalty.

Quiz 8: Strengthening Business-To-Business Relationships Via Supply Chain and Customer Relationship Management

Which of the following examples explains the improved planning benefit of using a customer relationship management (CRM) system?

________ focuses on studying customer behavior and perceptions in order to provide the business intelligence necessary to identify new opportunities and to provide superior customer service.

Which of the following portrays the individualized service benefit of a customer relationship management (CRM) system?

Which of the following portrays the improved product development benefit of a customer relationship management (CRM) system?

________ tools help a company in the execution of the customer relationship management (CRM) strategy by improving the management of promotional campaigns.

________ refers to systems for providing effective and efficient communication with the customer from the entire organization.

Which of the following is a component of an operational customer relationship management (CRM) system?

Briefly describe the information flow element of a supply chain.

________ customer relationship management (CRM) systems help to create mass e-mail marketing campaigns wherein each consumer receives an individualized e-mail based on their prior purchase history.

Describe the advantages of radio frequency identification (RFID)over standard bar code technologies.

Identify the factors that help in building models of customer demand in an analytical customer relationship management (CRM) system.

Explain the importance of supply chain analytics.

________ is the first component of an operational customer relationship management system that supports a broad range of business processes,such as tracking and managing customer history and preferences,account and contact management,and order processing and tracking.

________ customer relationship management (CRM) includes systems used for automating the fundamental business processes and for interacting with a customer.

Organizations that effectively utilize ________ can more easily customize marketing campaigns from the segment level to even the individual customer.

________ refers to systems that automate requests,complaints,product returns,and information requests.

Which of the following is a main objective of customer relationship management applications focusing on downstream information flows?

Which of the following examples portrays the 24/7/365 operation of a customer relationship management (CRM) system?

________ refers to using multiple communication channels to support the communication preferences of users,such as the Web,the company's Facebook page,industry blogs,telephone,and so on.

Identify a key technology in analytical customer relationship management (CRM) systems.