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Multiple Choice Quiz
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1
What does CRM allow an organization to accomplish?
A)Provide better customer service
B)Make call centers more efficient
C)Help sales staff close deals faster
D)All of the above
2
What helps an organization identify its customers across applications?
A)Predicting
B)Processing
C)Analyzing
D)Reporting
3
Which of the following operational CRM technologies does the marketing department typically use?
A)Contact center, Web-based self-service, call scripting
B)List generator, campaign management, cross-selling and up-selling
C)List generator, opportunity management, cross-selling and up-selling
D)Contact center, cross-selling and up-selling, Web-based self-service
4
What targets sales opportunities by finding new customers or companies for future sales?
A)Sales management systems
B)Contact management systems
C)Campaign management systems
D)Opportunity management systems
5
What allows customers to use the Web to find answers to their questions or solutions to their problems?
A)Contact center
B)Call scripting
C)Web-based self-service
D)List generators
6
What focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects, which optimizes supplier selection?
A)Customer relationship management
B)Partner relationship management
C)Employee relationship management
D)Supplier relationship management
7
Which of the following is one of the CRM business drivers?
A)Inventory control
B)Increase revenues
C)Automation/productivity/efficiency
D)All of the above
8
What 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?
A)Personalization
B)Operational CRM
C)Analytical CRM
D)None of the above
9
What is the first CRM industry best practice?
A)Clearly communicate the CRM strategy
B)Build an integrated view of the customer
C)Implement in iterations
D)Define information needs and flows
10
Which of the following is not a CRM industry best practice?
A)Provide better customer service
B)Define information needs and flows
C)Build an integrated view of the customer
D)None of the above







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