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Exam 6: Systems Development and Project Management

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Question 41

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Good relationships cannot exist without the help or use of information systems

A) True
B) False

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Question 42

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

A) Contact centre, 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

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

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Question 43

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

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

What can analytical CRM modeling tools discover?

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

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.

Which question below represents a CRM reporting technology example?

________________ are companies or individuals who purchase goods and products in bulk with the intention of reselling them at a profit

Supplier relationship management is not the same thing as a _______________ system.

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

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

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

Describe three CRM technologies used by marketing departments.

CRM systems can replace more traditional forms of CRM

___________ occurs when a Web site can know enough about a person's likes and dislikes that it can fashion offers that are more likely to appeal to that person.

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

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

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

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