Question 1

_________ management systems target sales opportunities by finding new customers or companies for future sales.

Accepted Answer

The answer of _________ management systems target sales opportunities by...

Question 2

What focuses on keeping vendors satisfied by managing alliance partner and reseller relationships that provide customers with the optimal sales channel?

Accepted Answer

A)   Supplier relationship management
B)   Partner relationship management
C)   Employee relationship management
D)   None of the aboveE) A) and B)
F) C) and D)

Question 3

__________ management systems automate each phase of the sales process, helping individual sales representatives coordinate and organization all of their accounts.

Accepted Answer

The answer of __________ management systems automate each phase of...

Question 4

Which question below represents a CRM predicting technology question?

Accepted Answer

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 aboveE) B) and C)
F) A) and D)

Question 5

What focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects, which optimizes supplier selection?

Accepted Answer

A)   Supplier relationship management
B)   Partner relationship management
C)   Employee relationship management
D)   None of the aboveE) A) and D)
F) A) and C)

Question 6

Compare customer relationship management, supplier relationship management, partner relationship management, and employee relationship management.

Accepted Answer

Supplier relationship management (SRM)-f...

Question 7

Describe three CRM technologies used by sales departments.

Accepted Answer

Three sales operational CRM technologies...

Question 8

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?

Accepted Answer

A)   Sales management system
B)   Contact management system
C)   Opportunity management system
D)   Sales force automation systemE) C) and D)
F) B) and D)

Question 9

What targets sales opportunities by finding new customers or companies for future sales?

Accepted Answer

A)   Sales management system
B)   Contact management system
C)   Opportunity management system
D)   Sales force automation systemE) A) and B)
F) A) and C)

Question 10

___________ relationship management focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects, which optimizes supplier selection.

Accepted Answer

The answer of ___________ relationship management focuses on keeping suppliers...

Question 11

_____________________ are agents who sell products or services on behalf of a company or organization, particularly in the automobile industry.

Accepted Answer

A)   Alliance partners
B)   Dealers
C)   Resellers
D)   Partner relationship management PRME) A) and B)
F) None of the above

Question 12

What made-to-order views can analytical CRM tools slice-and-dice customer information into?

Accepted Answer

A)   Customer value
B)   Customer spending
C)   Customer segmentation
D)   All of the aboveE) B) and C)
F) A) and D)

Question 13

What is interactive voice response (IVR) ?

Accepted Answer

A)   Automatically dials outbound calls and when someone answers, the call is forwarded to an available agent
B)   Directs customers to use touch-tone phones or keywords to navigate or provide information
C)   A phone switch routes inbound calls to available agents
D)   None of the aboveE) A) and B)
F) A) and D)

Question 14

CRM systems can replace more traditional forms of CRM

Accepted Answer

A) True 
 B)False

Question 15

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

Accepted Answer

A)   CRM reporting technologies
B)   CRM analyzing technologies
C)   CRM processing technologies
D)   CRM predicting technologiesE) B) and D)
F) A) and C)

Question 16

RFM stands for Regency, Frequency, and Monetary.

Accepted Answer

A) True 
 B)False

Question 17

Describe three CRM technologies used by marketing departments.

Accepted Answer

Three marketing operational CRM technologies: List generators-compile customer information from a variety of sources and segment the information for different marketing campaigns.Campaign management systems-guide users through marketing campaigns.Cross-selling and up-selling.Cross-selling-selling additional products or services.Up-selling-increasing the value of the sale.

Question 18

Which question below represents a CRM reporting technology example?

Accepted Answer

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 aboveE) All of the above
F) A) and B) C

Question 19

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

Accepted Answer

A)   Campaign management, contact management, opportunity management
B)   Sales management, contact management, contact center
C)   Sales management, call scripting, opportunity management
D)   Sales management, contact management, opportunity managementE) C) and D)
F) B) and C)

Question 20

The intense competition in today's marketplace forces organizations to switch from sales-focused strategies to customer-focused strategies.

Accepted Answer

A) True 
 B)False  True

Exam 6: Strengthening a Companys Competitive Position

_________ management systems target sales opportunities by finding new customers or companies for future sales.

Correct Answer
verified

What focuses on keeping vendors satisfied by managing alliance partner and reseller relationships that provide customers with the optimal sales channel?

Correct Answer
verified

__________ management systems automate each phase of the sales process, helping individual sales representatives coordinate and organization all of their accounts.

Correct Answer
verified

Which question below represents a CRM predicting technology question?

Correct Answer
verified

What focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects, which optimizes supplier selection?

Correct Answer
verified

Compare customer relationship management, supplier relationship management, partner relationship management, and employee relationship management.

Correct Answer
verified
Supplier relationship management (SRM)-f...
View Answer

Describe three CRM technologies used by sales departments.

Correct Answer
verified
Three sales operational CRM technologies...
View Answer

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?

Correct Answer
verified

What targets sales opportunities by finding new customers or companies for future sales?

Correct Answer
verified

___________ relationship management focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects, which optimizes supplier selection.

Correct Answer
verified

_____________________ are agents who sell products or services on behalf of a company or organization, particularly in the automobile industry.

Correct Answer
verified

What made-to-order views can analytical CRM tools slice-and-dice customer information into?

Correct Answer
verified

What is interactive voice response (IVR) ?

Correct Answer
verified

CRM systems can replace more traditional forms of CRM

Correct Answer
verified

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

Correct Answer
verified

RFM stands for Regency, Frequency, and Monetary.

Correct Answer
verified

Describe three CRM technologies used by marketing departments.

Which question below represents a CRM reporting technology example?

Correct Answer
verified
C

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

Correct Answer
verified

The intense competition in today's marketplace forces organizations to switch from sales-focused strategies to customer-focused strategies.

Correct Answer
verified
True

Exam 6: Strengthening a Companys Competitive Position

_________ management systems target sales opportunities by finding new customers or companies for future sales.

Correct AnswerverifiedShow Answer

What focuses on keeping vendors satisfied by managing alliance partner and reseller relationships that provide customers with the optimal sales channel?

Correct AnswerverifiedShow Answer

__________ management systems automate each phase of the sales process, helping individual sales representatives coordinate and organization all of their accounts.

Correct AnswerverifiedShow Answer

Which question below represents a CRM predicting technology question?

Correct AnswerverifiedShow Answer

What focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects, which optimizes supplier selection?

Correct AnswerverifiedShow Answer

Compare customer relationship management, supplier relationship management, partner relationship management, and employee relationship management.

Correct AnswerverifiedSupplier relationship management (SRM)-f...View AnswerShow Answer

Describe three CRM technologies used by sales departments.

Correct AnswerverifiedThree sales operational CRM technologies...View AnswerShow Answer

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?

Correct AnswerverifiedShow Answer

What targets sales opportunities by finding new customers or companies for future sales?

Correct AnswerverifiedShow Answer

___________ relationship management focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects, which optimizes supplier selection.

Correct AnswerverifiedShow Answer

_____________________ are agents who sell products or services on behalf of a company or organization, particularly in the automobile industry.

Correct AnswerverifiedShow Answer

What made-to-order views can analytical CRM tools slice-and-dice customer information into?

Correct AnswerverifiedShow Answer

What is interactive voice response (IVR) ?

Correct AnswerverifiedShow Answer

CRM systems can replace more traditional forms of CRM

Correct AnswerverifiedShow Answer

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

Correct AnswerverifiedShow Answer

RFM stands for Regency, Frequency, and Monetary.

Correct AnswerverifiedShow Answer

Describe three CRM technologies used by marketing departments.

Which question below represents a CRM reporting technology example?

Correct AnswerverifiedC

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

Correct AnswerverifiedShow Answer

The intense competition in today's marketplace forces organizations to switch from sales-focused strategies to customer-focused strategies.

Correct AnswerverifiedTrue

Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
verified
Supplier relationship management (SRM)-f...
View Answer

Correct Answer
verified
Three sales operational CRM technologies...
View Answer

Correct Answer
verified

Correct Answer
verified

Correct Answer
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Correct Answer
verified

Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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Correct Answer
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C

Correct Answer
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Correct Answer
verified
True