Exam 10: Enterprise Information Systems: CRM and Collaboration Systems

Unlike operational CRM,which automates call centres and sales forces with the aim of enhancing customer transactions,________ ________ solutions are designed to dig deep into a company's historical customer information and expose patterns of behaviour on which the company can capitalise.

A marketing campaign's success is directly proportional to which organisational ability?

Keeping track of customer communications is important if the business wants to continue to build and manage that relationship.

Which of the following statements is correct?

Which of the following statements is incorrect?

A primary component of managing a customer relationship is knowing about the reasons a customer is communicating.Which aspects of communications are most pertinent?

________ ________compile customer information from a variety of sources and segment the information for different marketing campaigns.

CRM allows an organisation to gain ________ into customers' shopping and buying behaviours.

______________ blends audio,video and document-sharing technologies to create virtual meeting rooms where people 'gather' at a website.

Web-based tools that make it easy for users to add,remove and change online content are:

All of the following products are examples of content management systems except:

What are the three primary types of CRM systems?

What is up-selling?

Describe the three phases of CRM and provide two questions that an organisation might ask at each of the three phases.

Which application can track every form of customer communication and provide this information to all employees?

The bigger issue in collaboration for organisations is cultural.Collaboration brings together teams of people from different regions,departments and even companies-people who bring different skills,perceptions and capabilities.A formal ________________ helps create the right environment and culture as well as the right systems for team members.

What type of CRM focuses on enabling customers to work interactively with a business to improve the service the business provides them?

Most companies recognise the importance of building strong relationships during the marketing and sales efforts,however many fail to recognise the importance of________________?

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

How is SNA used to identify critical gaps and growth for opportunities within an organisation?