Chapter 10: Customer Relationship Management

CRM allows an organization to accomplish all of the following, except:

• A) Provide better customer service

• B) Make call centers more efficient

• C) Complicate marketing and sales processes

• D) Help sales staff close deals faster

What helps an organization identify its customers across applications?

• A. Predicting

• B. Processing

• C. Analyzing

• D. Reporting

Which question below represents an analyzing question?

• A. What is the total revenue by product?

• B. Why did sales not meet forecasts?

• C. What is the total revenue by customer?

• D. All of the above

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

• A. Reporting

• B. Analyzing

• C. Processing

• D. Predicting

What helps an organization identify its customers across applications?

• A. CRM reporting technologies

• B. CRM analyzing technologies

• C. CRM processing technologies

• D. CRM predicting technologies

What is an organization performing when it asks questions such as “why was customer revenue so high”?

• A. CRM reporting technologies

• B. CRM analyzing technologies

• C. CRM processing technologies

• D. CRM predicting technologies

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

• A. CRM reporting technologies

• B. CRM analyzing technologies

• C. CRM processing technologies

• D. CRM predicting technologies

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

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

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