Question 1

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

Accepted Answer

The answer of Customer relationship management involves managing all aspects...

Question 2

___________ occurs when a Web site 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

The answer of ___________ occurs when a Web site can...

Question 3

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

Accepted Answer

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

Question 4

One of the primary reasons a company ________________ customers is bad customer service experiences.

Accepted Answer

The answer of One of the primary reasons a company...

Question 5

Back-office operations deal directly with the customer.

Accepted Answer

Front-office operations deal directly with the customer.

Question 6

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

Accepted Answer

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

Question 7

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 the direct interaction between the organization and its customers.

Question 8

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

Accepted Answer

The answer of CRM ___________ help organizations segment their customers...

Question 9

The intense competition in today's marketplace forces organizations to switch from __________________ strategies to customer-focused strategies.

Accepted Answer

The answer of The intense competition in today's marketplace forces...

Question 10

_____________________ to deliver CRM applications will continue to be a major trend,as will the use of analytical tools and the availability of mobile CRM application offerings

Accepted Answer

The answer of _____________________ to deliver CRM applications will continue...

Question 11

A customer strategy starts with understanding who the company's __________ are and how they help the company meet strategic goals.

Accepted Answer

The answer of A customer strategy starts with understanding who...

Question 12

The evolution of CRM is reporting,analyzing,and predicting.

Accepted Answer

The evolution of CRM is reporting, analyzing, and predicting.

Question 13

________________ systems also help an organization communicate with its suppliers by providing a seamless communication channel where data can be shared and accessed by both parties

Accepted Answer

The answer of ________________ systems also help an organization communicate...

Question 14

The three phases of CRM include (1)reporting,(2)____________,and (3)predicting.

Accepted Answer

The answer of The three phases of CRM include (1)reporting,(2)____________,and...

Question 15

RFM stands for Regency,Frequency,and Monetary.

Accepted Answer

RFM stands for Regency (not regency), Frequency, and Monetary.

Question 16

An organization can find its most valuable customers by using a formula that industry insiders call Regency,______________,and Monetary Value.

Accepted Answer

The answer of An organization can find its most valuable...

Question 17

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

Accepted Answer

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

Question 18

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

Accepted Answer

The answer of ___________ CRM supports traditional transactional processing for...

Question 19

An important trend in measuring customer satisfaction and uptake with a product or service is to monitor ____________________ communities

Accepted Answer

The answer of An important trend in measuring customer satisfaction...

Question 20

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

Accepted Answer

The answer of ___________ CRM supports back-office operations and strategic...

Quiz 6: Systems Development and Project Management