Deck 9: Customer Relationship Management

Question 1

Which of the following was one of the first CRM components built to address the issues that sales representatives were struggling with the overwhelming amount of customer account information they were required to maintain and track?

A) Sales management system
B) Contact management system
C) Opportunity management system
D) Sales force automation system

Answer 1

D

Question 2

Which of the following is where customer service representatives answer customer inquiries and respond to problems through a number of different customer touch points?

A) Contact center
B) Web-based self-service
C) Call scripting
D) None of the above

Answer 2

A

Question 3

Which question below represents a CRM reporting technology example?

A) Why did sales not meet forecasts?
B) What customers are at risk of leaving?
C) What is the total revenue by customer?
D) All of the above

Answer 3

C

Question 4

What is the primary difference between contact management and opportunity management?

A) Contact management deals with new customers, opportunity management deals with existing customers
B) Contact management deals with existing customers, opportunity management deals with existing customers
C) Contact management deals with new customers, opportunity management deals with new customers
D) Contact management deals with existing customers, opportunity management deals with new customers

Question 5

Which of the following operational CRM technologies does the sales department typically use?

A) Campaign management, contact management, opportunity management
B) Sales management, contact management, contact center
C) Sales management, call scripting, opportunity management
D) Sales management, contact management, opportunity management

Question 6

Which of the following operational CRM technologies does the marketing department typically use?

A) Contact center, web-based self-service, call scripting
B) Contact center, cross-selling and up-selling, web-based self-service
C) List generator, opportunity management, cross-selling and up-selling
D) List generator, campaign management, cross-selling and up-selling

Question 7

What helps an organization identify its customers across applications?

A) CRM reporting technologies
B) CRM analyzing technologies
C) CRM processing technologies
D) CRM predicting technologies

Question 8

Which of the following is not one of the three phases in the evolution of CRM?

A) Reporting
B) Analyzing
C) Processing
D) Predicting

Question 9

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

A) Campaign management system
B) Cross-selling
C) Up-selling
D) List generator

Question 10

What maintains customer contact information and identifies prospective customers for future sales?

A) Sales management system
B) Contact management system
C) Opportunity management system
D) Sales force automation system

Question 11

What is McDonald's performing when it asks its customers if they would like to super-size their meals?

A) Campaign management
B) Cross-selling
C) Up-selling
D) Down-selling

Question 12

Which of the following represents sales force automation?

A) Helping an organization identify its customers across applications
B) Selling additional products or services to a customer
C) A system that automatically tracks all of the steps in the sales process
D) Selling larger products or services to a customer

Question 13

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

A) Sales management systems
B) Contact management systems
C) Opportunity management systems
D) None of the above

Question 14

Which of the following operational CRM technologies does the customer service department typically use?

A) Contact center, web-based self-service, call scripting
B) Sales management, contact management, opportunity management
C) List generator, opportunity management, cross-selling and up-selling
D) List generator, campaign management, cross-selling and up-selling

Question 15

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

A) CRM reporting technologies
B) CRM analyzing technologies
C) CRM processing technologies
D) CRM predicting technologies

Question 16

What is an organization performing when it asks questions such as "which customers are at risk of leaving"?

A) CRM reporting technologies
B) CRM analyzing technologies
C) CRM processing technologies
D) CRM predicting technologies

Question 17

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

A) Campaign management system
B) Cross-selling
C) Up-selling
D) List generator

Question 18

Which question below represents a CRM analyzing technology question?

A) Why did sales not meet forecasts?
B) What customers are at risk of leaving?
C) What is the total revenue by customer?
D) All of the above

Question 19

What targets sales opportunities by finding new customers or companies for future sales?

A) Sales management system
B) Contact management system
C) Opportunity management system
D) Sales force automation system

Question 20

Which question below represents a CRM predicting technology question?

A) Why did sales not meet forecasts?
B) What customers are at risk of leaving?
C) What is the total revenue by customer?
D) All of the above

Question 21

What allows customers to use the web to find answers to their questions or solutions to their problems?

A) Contact center
B) Web-based self-service
C) Call scripting
D) None of the above

Question 22

What accesses organizational databases that track similar issues or questions and automatically generate the details to the CSR who can then relay them to the customer?

A) Contact center
B) Web-based self-service
C) Call scripting
D) None of the above

Question 23

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

Question 24

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

Question 25

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

Question 26

Which of the following is not considered a feature in a contact center?

A) Automatic call distribution
B) Interactive voice response
C) Predictive dialing
D) Automatic predictive dialing

Question 27

"Why did sales not meet forecasts?" is an example of _________ technologies in CRM.

Question 28

What is interactive voice response (IVR)?

A) Automatically dials outbound calls and when someone answers, the call is forwarded to an available agent
B) Directs customers to use touch-tone phones or keywords to navigate or provide information
C) A phone switch routes inbound calls to available agents
D) None of the above

Question 29

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

A) Industries whose products are unique
B) Industries whose products are difficult to differentiate
C) Industries whose products are exclusive
D) Industries whose products are distinctive

Question 30

What focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects, which optimizes supplier selection?

A) Supplier relationship management
B) Partner relationship management
C) Employee relationship management
D) None of the above

Question 31

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

Question 32

What provides employees with a subset of CRM applications available through a web browser?

A) Supplier relationship management
B) Partner relationship management
C) Employee relationship management
D) None of the above

Question 33

What focuses on keeping vendors satisfied by managing alliance partner and reseller relationships that provide customers with the optimal sales channel?

A) Supplier relationship management
B) Partner relationship management
C) Employee relationship management
D) None of the above

Question 34

What is automatic call distribution?

A) Automatically dials outbound calls and when someone answers, the call is forwarded to an available agent
B) Directs customers to use touch-tone phones or keywords to navigate or provide information
C) A phone switch routes inbound calls to available agents
D) None of the above

Question 35

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

Question 36

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

Question 37

RFM stands for Regency, Frequency, and Monetary.

Question 38

What is predictive dialing?

A) Automatically dials outbound calls and when someone answers, the call is forwarded to an available agent
B) Directs customers to use touch-tone phones or keywords to navigate or provide information
C) A phone switch routes inbound calls to available agents
D) None of the above

Question 39

_________ technologies help organizations identify their customers across applications.

Question 40

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.

Question 41

Contact center, web-based self-scripting, and __________ scripting are the three primary operational CRM technologies used in the customer service department.

Question 42

Describe three CRM technologies used by sales departments.

Question 43

_________ dialing automatically dials outbound calls and when someone answers, the call is forwarded to an available agent.

Question 44

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

Question 45

Compare customer relationship management, supplier relationship management, partner relationship management, and employee relationship management.

Question 46

_________ relationship management focuses on keeping vendors satisfied by managing alliance partner and reseller relationships that provide customers with the optimal sales channel.

Question 47

_________ management systems maintain customer contact information and identify prospective customers for future sales.

Question 48

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

Question 49

Describe three CRM technologies used by marketing departments.

Question 50

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

Question 51

Describe three CRM technologies used by customer service departments.

Question 52

Sales management, contact management, and __________ management are the three primary operational CRM technologies used in the sales department.

Question 53

List generator, ________ management, and cross-selling/up-selling are the three primary operational CRM technologies used in the marketing department.

Question 54

List ____________ compile customer information from a variety of sources and segment the information for different marketing campaigns.

Question 55

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

Question 56

McDonald's is ____________ selling when it asks their customers if they would like to super-size their meals.

Question 57

Cross-selling is selling _________ products or services to a customer.

Question 58

Summarize the future of customer relationship management.

Question 59

___________ scripting systems access organizational databases that track similar issues or questions and automatically generate the details to the CSR who can then relay them to the customer.

Question 60

_________ management systems target sales opportunities by finding new customers or companies for future sales.