Question 1

The CRM manager's full-time responsibilities includes ______________________________.

Accepted Answer

A)   operational management
B)   change management
C)   functional management of the existing CRM solution
D)   All of the above D

Question 2

What is call distribution?

Accepted Answer

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 C

Question 3

What is interactive voice response (IVR)?

Accepted Answer

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 B

Question 4

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

Accepted Answer

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

Question 5

___________ 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 6

________________________ focuses on keeping vendors satisfied by managing alliance partner,dealer,retailer,and reseller relationships that provide customers with an optimal sales channel.

Accepted Answer

A)   Alliance partners
B)   Dealers
C)   Resellers
D)   Partner relationship management (PRM)

Question 7

Supplier relationship management is the same thing as an SRM system.

Accepted Answer

A) True 
 B)False

Question 8

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

Accepted Answer

The answer of List generator,________ management,and cross-selling/up-selling are the three...

Question 9

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

Accepted Answer

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

Question 10

Alliance partners are competitor organizations who co-operate with one another since doing so allows them to compete more successfully with other competitors.

Accepted Answer

A) True 
 B)False

Question 11

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

Accepted Answer

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

Question 12

CRM suites will also incorporate SRM,PRM and ERM modules as enterprises seek to take advantage of these initiatives.

Accepted Answer

A)   SRM
B)   PRM
C)   ERM
D)   All of the above

Question 13

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 14

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

Accepted Answer

The answer of List ____________ compile customer information from a...

Question 15

_____________________ are agents who sell products or services on behalf of a company or organization,particularly in the automobile industry.

Accepted Answer

A)   Alliance partners
B)   Dealers
C)   Resellers
D)   Partner relationship management PRM

Question 16

SRM 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

A) True 
 B)False

Question 17

RFM stands for Regency,Frequency,and Monetary.

Accepted Answer

A) True 
 B)False

Question 18

What is predictive dialing?

Accepted Answer

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 19

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

Accepted Answer

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 20

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

Accepted Answer

The answer of ___________ scripting systems access organizational databases that...

Exam 6: Systems Development and Project Management

The CRM manager's full-time responsibilities includes ______________________________.

What is call distribution?

What is interactive voice response (IVR) ?

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

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

________________________ focuses on keeping vendors satisfied by managing alliance partner,dealer,retailer,and reseller relationships that provide customers with an optimal sales channel.

Supplier relationship management is the same thing as an SRM system.

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

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

Alliance partners are competitor organizations who co-operate with one another since doing so allows them to compete more successfully with other competitors.

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

CRM suites will also incorporate SRM,PRM and ERM modules as enterprises seek to take advantage of these initiatives.

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

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

_____________________ are agents who sell products or services on behalf of a company or organization,particularly in the automobile industry.

SRM 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.

RFM stands for Regency,Frequency,and Monetary.

What is predictive dialing?

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

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