Question 1

Which of the following is not a current CRM trend?

Accepted Answer

A)   Partner relationship management
B)   Supplier relationship management
C)   Employee relationship management
D)   Distributor relationship managementE) None of the above
F) A) and C)

Question 2

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

Accepted Answer

A)   Contact center, web-based self-service, call scripting
B)   Sales management, contact management, opportunity management
C)   List generator, opportunity management, cross-selling and up-selling
D)   List generator, campaign management, cross-selling and up-sellingE) B) and C)
F) None of the above

Question 3

Employee relationship management (ERM) provides web-based self-service tools that streamline and automate the human resource department.

Accepted Answer

A) True 
 B)False

Question 4

Which of the following operational CRM technologies does the marketing department typically use?

Accepted Answer

A)   Contact center, web-based self-service, call scripting
B)   Contact center, cross-selling and up-selling, web-based self-service
C)   List generator, opportunity management, cross-selling and up-selling
D)   List generator, campaign management, cross-selling and up-sellingE) None of the above
F) A) and B)

Question 5

Click-to-talk functions allow customers to click on a button and talk with a representative via the Internet.

Accepted Answer

A) True 
 B)False

Question 6

Automatic call distribution routes inbound calls to available agents.

Accepted Answer

A) True 
 B)False

Exam 11: Building a Customer-Centric Organizationcustomer Relationship Management

Which of the following operational CRM technologies does the marketing department typically use?

Correct Answer
verified

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

Correct Answer
verified

Click-to-talk functions allow customers to click on a button and talk with a representative via the Internet.

Correct Answer
verified

Automatic call distribution routes inbound calls to available agents.

Correct Answer
verified

Employee relationship management (ERM) provides web-based self-service tools that streamline and automate the human resource department.

Correct Answer
verified

Which of the following is not a current CRM trend?

Correct Answer
verified

Exam 11: Building a Customer-Centric Organizationcustomer Relationship Management

Which of the following operational CRM technologies does the marketing department typically use?

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

Click-to-talk functions allow customers to click on a button and talk with a representative via the Internet.

Correct AnswerverifiedShow Answer

Automatic call distribution routes inbound calls to available agents.

Correct AnswerverifiedShow Answer

Employee relationship management (ERM) provides web-based self-service tools that streamline and automate the human resource department.

Correct AnswerverifiedShow Answer

Which of the following is not a current CRM trend?

Correct AnswerverifiedShow Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified

Correct Answer
verified