MIS Chapter 11 – MC

which of the following is not a valid way that a CRM system can collect information

what occurs when a website can know enough about a person's likes and dislikes that it can fashion offers that are more likely to appeal to that person

which of the following is not one of the three phases in the evolution of CRM

what helps an organization identify its customers across applications

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

which of the following operational CRM technologies does the sales department typically use

which of the following operational CRM technologies does the marketing department typically use

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

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

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

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

which of the following represents sales force automation

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

what maintains customer contact information and identifies prospective customers for future sales

what targets sales opportunities by finding new customers or companies for future sales

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

what is the primary difference between contact management and opportunity management

which of the following provides customer service representatives to answer customer inquiries and respond to problems through a number of different customer touch points

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

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

what is automatic call distribution

what is interactive voice response (IVR)

what is predictive dialing

what is a contact center or call center

what is web-based self-service

what is call scripting

what is uplift modeling

what is a place where customer service representatives answer customer inquiries and solve problems, usually by email, chat, or phone

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

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

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

what divides a market into categories that share similar attributes such as age, location, gender, habits, and so on

which of the following is not considered a feature in a contact center

which of the following is a common customer service CRM metric

which of the following is a common marketing CRM metric

what is a part of operational CRM that automates service requests, complaints, product returns, and information requests

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

what is selling additional products or services to an existing customer

what is increasing the value of the sale

which of the following is not a current CRM trend

what focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects

what discovers optimal sales channels by selecting the right partners and identifying mutual customers

what provides web-based self-service tools that streamline and automate the human resource department