Customer and Service Management

What is a new HR management position that organizations are establishing to achieve customer-centric organizations?

• Chief Customer Officer (CCO)

• Chief Executive Officer( CEO)

• Customer Success Manager

• CUSTOMER SERVICE MANAGEMENT (CSM)

Which function is not of SFA?

• Contact Management

• Sales Process

• Opportunity Management

• Promotions

What are the main components of an EMA marketing campaign?

• 2

• 3

• 5

• 4

How many important components does a company's EBS consist of?

• 2

• 3

• 5

• 6

What are the basic benefits of a CRM system?

• Improve customer service

• Organize information better

• Interact with customers more effectively

• All three answers above are correct

Which of the following is true regarding the functional means available in online sales?

• customer management

• Project Cost Management

• On-line order processing

• all are correct

How many steps in Creating the Customer-Centric Organization ?

• 2

• 3

• 5

• 6

What is CRM ?

• Consumer Relationship Management

• Customer Relationship Management

What are the benefits of CRM for businesses?

• Save time and costs for businesses

• Storing customer data in the same system makes management easier

• More professional customer care, avoiding the risk of forgetting customers

• All are correct

All business activities, whether product or service oriented, have a common goal of retaining loyal customers and utilizing every possible means to acquire new customers.

• True

• False