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Exam 11: Building a Customer-Centric Organization Customer Relationship Management

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Question 21

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

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

E) None of the above
F) A) and B)

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Question 22

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What is increasing the value of the sale?

A) Cross-selling
B) Up-selling
C) Campaign management system
D) Customer service and support

E) C) and D)
F) A) and B)

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Question 23

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Web-based self-service systems allow customers to use the web to find answers to their questions or solutions to their problems.

What is a form of predictive analytics for marketing campaigns that attempts to identify target markets or people who could be convinced to buy products?

Partner relationship management provides web-based self-service tools that streamline and automate the human resource department.

Which of the following represents sales force automation?

Customer relationship management is a means of managing all aspects of a customer's relationship with an organization to increase customer loyalty and retention and an organization's profitability.

Uplift modeling is a form of predictive analytics for marketing campaigns that attempts to identify target markets or people who could be convinced to buy products.

Uplift modeling gathers product details and issue resolution information that can be automatically generated into a script for the representative to read to the customer.

Customer service and support (CSS) is a part of operational CRM that automates service requests, complaints, product returns, and information requests.

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?

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

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

What is a contact center or call center?

Cross-selling is increasing the value of the sale.

Website personalization occurs when a website has stored enough data about a person's likes and dislikes to fashion offers more likely to appeal to that person.

Which of the following is a common customer service CRM metric?

Compare operational CRM and analytical CRM.

Supplier relationship management (SRM) focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects.

Which of the following is not a current CRM trend?