Question: Why is CRM one of the most valuable assets a company can acquire? A. Since organizations have not been successful in implementing SCM systems, they have turned their resources towards CRMB. CRM has proven to increase customer loyalty and retention and an organization's profitabilityC. It is easy for a company to steal their competitors loyal and devoted customers, therefore companies need a viable process for targeting competitor's customersD. Without CRM it is impossible to effectively manage or cross-sell products to customers

Answer: B. CRM has proven to increase customer loyalty and retention & an organization's profitability

Question: As the business world increasingly shifts from product focus to customer focus, why are most organizations treating existing customers better than in the past? A. Existing customers are the best source of profitable and sustainable revenue growthB. In the age of e-business, an organization is guaranteed a favorable customer base and satisfying them is easier than everC. Organizations cannot depend on using statistical analysis or value formulas such as Recency, Frequency, and Monetary to gain insight into customer behavior or buying patternsD. Placing customers at the forefront of all thinking and decision making requires very little operational and technology changes

Answer: A. existing customers are the best source of profitable and sustainable revenue growth

Question: There are three phases in the evolution of CRM: (1) reporting, (2) analyzing, and (3) predicting. What do CRM predicting technologies help organizations accomplish? A. Make predictions regarding customer behavior such as which customers are at risk of leavingB. Segment their customers into categories such as best and worst customersC. Identify their customers across other applicationsD. All the above

Answer: A. make predictions regarding customer behavior such as which customers are at risk of leaving

Question: A contact center (or call center) is where customer service representatives answer customer inquiries and respond to problems through a number of different customer touchpoints. A contact center is one of the best assets a customer driven organization can have. Why? A. Contact centers can identify suppliers who are in desperate need of assistanceB. Maintaining a high level of customer support is critical to obtaining and retaining customersC. Contact centers are the only place to find answers to questions or solutions to customer problemsD. Most contact centers use analytical modeling technologies that provide business intelligence

Answer: B. maintaining a high level of customer support is critical to obtaining & retaining customers

Question: Which of the following is not a current CRM trend? A. Partner relationship managementB. Supplier relationship managementC. Employee relationship managementD. Distributor relationship management

Answer: D. distributor relationship management

Question: Which of the following represents operational CRM? A. Supports traditional transactional processingB. Supports day-to-day front-office operationsC. Supports operations that deal directly with the customersD. All of the above

Answer: D. all of the above

Question: What supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers? A. Analytical CRMB. Operational CRMC. Website PersonalizationD. All of the above

Answer: A. analytic CRM

Question: What can analytical CRM modeling tools discover? A. Identify opportunities for expanding customer relationshipsB. Identify opportunities for cross-sellingC. Identify opportunities for up-sellingD. All of the above

Answer: D. all the above

Question: 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? A. Operational CRMB. Analytical CRMC. Website personalizationD. All of the above

Answer: C. website personalization

Question: Which of the following is not one of the three phases in the evolution of CRM? A. ReportingB. AnalyzingC. ProcessingD. Predicting

Answer: C. processing

Question: What are the three CRM phases?A. CRM reporting technologiesB. CRM analyzing technologiesC. CRM predicting technologiesD. all the above

Answer: D. all the above

Question: What helps an organization identify its customers across applications asking what happened? A. CRM reporting technologiesB. CRM analyzing technologiesC. CRM processing technologiesD. CRM predicting technologies

Answer: A. CRM reporting technologies

Question: What is an organization performing when it asks questions such as "why was customer revenue so high"? A. CRM reporting technologiesB. CRM analyzing technologiesC. CRM processing technologiesD. CRM predicting technologies

Answer: B. CRM analyzing technologies

Question: What segment helps an organization segment their customers into categories such as worst and best customers, asking why it happened?A. CRM reporting technologiesB. CRM analyzing technologiesC. CRM processing technologiesD. CRM predicting technologies

Answer: B. CRM analyzing technologies

Question: What helps an organization make predictions regarding customer behaviors as which customers are at risk and asking what will happen?A. CRM reporting technologiesB. CRM analyzing technologiesC. CRM processing technologiesD. CRM predicting technologies

Answer: D. CRM predicting technologies

Question: What is an organization performing when it asks questions such as "which customers are at risk of leaving"? A. CRM reporting technologiesB. CRM analyzing technologiesC. CRM processing technologiesD. CRM predicting technologies

Answer: D. CRM predicting technologies

Question: 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: C. what is the total revenue by customer?

Question: 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

Answer: A. why did sales not meet forecasts?

Question: 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

Answer: B. what customers are at risk of leaving

Question: Which of the following operational CRM technologies does the sales department typically use? A. Campaign management, contact management, opportunity managementB. Sales management, contact management, contact centerC. Sales management, call scripting, opportunity managementD. Sales management, contact management, opportunity management

Answer: D. sales management, contact management, and opportunity management

Question: Which of the following operational CRM technologies does the marketing department typically use? A. Contact center, web-based self-service, call scriptingB. Contact center, cross-selling and up-selling, web-based self-serviceC. List generator, opportunity management, cross-selling and up-sellingD. List generator, campaign management, cross-selling and up-selling

Answer: D. list generator, campaign management, cross-selling, and up selling

Question: Which of the following operational CRM technologies does the customer service department typically use? A. Contact center, web-based self-service, call scriptingB. Sales management, contact management, opportunity managementC. List generator, opportunity management, cross-selling and up-sellingD. List generator, campaign management, cross-selling and up-selling

Answer: A. contact center, web-based self-service, call scripting.

Question: What compiles customer information from a variety of sources and segments the information for different marketing campaigns? A. Campaign management systemB. Cross-sellingC. Up-sellingD. List generator

Answer: D. list generator

Question: What guides users through marketing campaigns performing such tasks as campaign definition, planning, scheduling, segmentation, and success analysis? A. Campaign management systemB. Cross-sellingC. Up-sellingD. List generator

Answer: A. campaign management system

Question: What is McDonald's performing when it asks its customers if they would like to super-size their meals? A. Campaign managementB. Cross-sellingC. Up-sellingD. Down-selling

Answer: C. up-selling

Question: Which of the following represents sales force automation? A. Helping an organization identify its customers across applicationsB. Selling additional products or services to a customerC. A system that automatically tracks all of the steps in the sales processD. Selling larger products or services to a customer

Answer: C. a system that automatically tracks all of the steps in a sales process

Question: 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 systemB. Contact management systemC. Opportunity management systemD. Sales force automation system

Answer: D. sales force automation system

Question: What automates each phase of the sales process, helping individual sales representatives coordinate and organize all of their accounts? A. Sales management CRM systemsB. Contact management CRM systemsC. Opportunity management CRM systemsD. None of the above

Answer: A. sales management CRM systems

Question: What maintains customer contact information and identifies prospective customers for future sales? A. Sales management CRM systemB. Contact management CRM systemC. Opportunity management CRM systemD. Sales force automation CRM system

Answer: B. contact management CRM system

Question: What targets sales opportunities by finding new customers or companies for future sales? A. Sales management systemB. Contact management systemC. Opportunity management systemD. Sales force automation system

Answer: C. opportunity management system

Question: What is the primary difference between contact management and opportunity management? A. Contact management deals with new customers, opportunity management deals with existing customersB. Contact management deals with existing customers, opportunity management deals with existing customersC. Contact management deals with new customers, opportunity management deals with new customersD. Contact management deals with existing customers, opportunity management deals with new customers

Answer: D. contact management deals with existing customers, opportunity management deals with new customers

Question: Which of the following is where customer service representatives answer customer inquiries and respond to problems through a number of different customer touchpoints? A. Contact centerB. Web-based self-serviceC. Call scriptingD. Website personalization

Answer: A. contact center

Question: What allows customers to use the web to find answers to their questions or solutions to their problems? A. Contact centerB. Web-based self-serviceC. Call scriptingD. Website personalization

Answer: B. web based self service

Question: 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 centerB. Web-based self-serviceC. Call scriptingD. Website personalization

Answer: C. call scripting

Question: Which of the following is not considered a feature in a contact center? A. Automatic call distributionB. Interactive voice responseC. Predictive dialingD. Automatic predictive dialing

Answer: D. automatic predictive dialing

Question: What is automatic call distribution? A. Automatically dials outbound calls and when someone answers, the call is forwarded to an available agentB. Directs customers to use touch-tone phones or keywords to navigate or provide informationC. A phone switch routes inbound calls to available agentsD. None of the above

Answer: C. a phone switch routes inbound calls to available agents

Question: What is interactive voice response (IVR)? A. Automatically dials outbound calls and when someone answers, the call is forwarded to an available agentB. Directs customers to use touch-tone phones or keywords to navigate or provide informationC. A phone switch routes inbound calls to available agentsD. None of the above

Answer: B. direct customers use to touch tone phones or keywords to navigate or provide information

Question: What is predictive dialing? A. Automatically dials outbound calls and when someone answers, the call is forwarded to an available agentB. Directs customers to use touch-tone phones or keywords to navigate or provide informationC. A phone switch routes inbound calls to available agentsD. None of the above

Answer: A. automatically dials outbound calls and when someone answers, the call is forwarded to an available agent

Question: What focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects? A. Supplier relationship managementB. Partner relationship managementC. Employee relationship managementD. None of the above

Answer: A. supplier relationship management

Question: What discovers optimal sales channels by selecting the right partners and identifying mutual customers? A. Supplier relationship managementB. Partner relationship managementC. Employee relationship managementD. None of the above

Answer: B. partner relationship management

Question: What provides Web-based self-service tools that streamline and automate the human resource department? A. Supplier relationship managementB. Partner relationship managementC. Employee relationship managementD. None of the above

Answer: C. employee relationship management

Question: Which industries will want to keep using CRM as a major strategic focus in the future? A. Industries whose products are uniqueB. Industries whose products are difficult to differentiateC. Industries whose products are exclusiveD. Industries whose products are distinctive

Answer: B. industries whose products are difficult to differentiate

Question: Which application's primary business benefits include sales forecasts, sales strategies, and marketing campaigns? A. CRMB. SCMC. ERPD. All of the above

Answer: A. CRM

Question: Which application's primary business benefits include market demand, resource and capacity constraints, and real-time scheduling? A. CRMB. SCMC. ERPD. All of the above

Answer: B. SCM