Exam 6: Systems Development and Project Management

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

McDonald's is _________ selling when it asks their customers if they would like an apple pie with their meal.

Describe three CRM technologies used by sales departments.

Which of the following represents sales force automation?

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

___________ relationship management focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects,which optimizes supplier selection.

The business world is shifting from customer focus to product focus.

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

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

Which industries will want to keep using CRM as a major strategic focus in the future?

Which company,in the text,rolled out a Web-based system called Summit to pull its client data into one central repository so that company can deliver much faster customer service and improve the customer experience?

__________ management systems automate each phase of the sales process,helping individual sales representatives coordinate and organization all of their accounts.

___________ management systems guide users through marketing campaigns performing such tasks as campaign definition,planning,scheduling,segmentation,and success analysis.

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

Which of the following is not a CRM industry best practice?

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

CRM is a technology based on the premise that those organizations that understand the needs of individual customers are best positioned to achieve sustainable competitive advantage in the future.

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

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

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