Week 12 - Business Information Systems - CRM

What is the main goal of CRM according to the text?

• To build new websites for companies, focusing on design rather than customer management

• To teach programmers new languages, which falls outside the purpose of CRM

• To manage how businesses work with customers

• To sell more computers to businesses, which is unrelated to CRM systems

Which company uses Salesforce to manage its sales teams?

• • Starbucks

• • Coca-Cola

• • Amazon

• • Trello

What does HubSpot help Trello do in the text?

• Manage coffee orders for customers, which is unrelated to the software

• Sell more soda around the world, which isn’t part of Trello’s services

• Store data in the cloud, though not the main function mentioned in the text

• Send emails to users and track interest

How does Starbucks use CRM to improve interaction?

• Sells more cars to customers, which is unrelated to Starbucks’ business

• Tracks employee work hours, a task handled by HR systems, not CRM

• Remembers your favorite coffee for offers

• Builds new store locations, which is a strategic decision, not a CRM function

Which language is used to customize Salesforce?

• • Apex

• • Python

• • JavaScript

• • SQL

Match the CRM system to its description from the text

• A tool to run JavaScript for connecting

• • HubSpot

• • Simple tool for marketing and support

• Node.js

• • Helps big companies track sales and deal

• • Salesforce

Match the company to its CRM use

• • Trello

• • Uses HubSpot to send emails

• • Amazon

• • Uses CRM for favorite coffee offers

• • Starbucks

• • Uses Salesforce for sales teams

• • Coca-Cola

• • Uses CRM ideas for product suggestions

Match the programming language to its CRM role

• • Manages data in a CRM

• • SQL

• • Connects CRM to phone systems

• • Apex

• • Makes CRM interfaces interactive

• • Node.js

• • Customizes Salesforce features

• • JavaScript

Match the CRM benefit to its example

• • Improves service

• • Guesses what customers want

• • Saves time

• • Shows customer history fast

• • Helps sell more

• • Fixes problems quickly

Reorder how CRM helps Starbucks from the text

• 1. Offers it when you visit

• 1. Programmers code with APIs

• 1. Stores data in the CRM

• 1. Remembers your favorite coffee