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Exam 6: Strengthening a Companys Competitive Position

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Question 41

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What can analytical CRM modeling tools discover?

A) Identify opportunities for expanding customer relationships
B) Identify opportunities for cross-selling
C) Identify opportunities for up-selling
D) All of the above

E) A) and C)
F) None of the above

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Question 42

Multiple Choice

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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

E) A) and B)
F) A) and C)

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Question 43

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

What compiles customer information from a variety of sources and segments the information for different marketing campaigns?

CRM is a technology based on the premise that those organizations that understand the needs of individual customers are best positioned to achieve sustainable competitive advantage in the future.

What automates each phase of the sales process, helping individual sales representatives coordinate and organize all of their accounts?

One of the primary reasons a company ________________ customers is bad customer service experiences.

___________ CRM supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers.

_____________________ to deliver CRM applications will continue to be a major trend, as will the use of analytical tools and the availability of mobile CRM application offerings

Call scripting falls under the category of the sales department's CRM tools.

________________ are companies or individuals who purchase goods and products in bulk with the intention of reselling them at a profit

Which company, in the text, experienced difficulty with answering their phone?

Which of the following is where customer service representatives answer customer inquiries and respond to problems through a number of different customer touchpoints?

A customer strategy starts with understanding who the company's __________ are and how they help the company meet strategic goals.

Which of the following is the first CRM implementation strategy?

___________ occurs when a Web site can know enough about a person's likes and dislikes that it can fashion offers that are more likely to appeal to that person.

What is automatic call distribution?

________________________ focuses on keeping vendors satisfied by managing alliance partner, dealer, retailer, and reseller relationships that provide customers with an optimal sales channel.

_________ relationship management focuses on keeping vendors satisfied by managing alliance partner and reseller relationships that provide customers with the optimal sales channel.

What guides users through marketing campaigns performing such tasks as campaign definition, planning, scheduling, segmentation, and success analysis?