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Exam 6: Systems Development and Project Management

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Question 1

Multiple Choice

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What is call distribution?

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 above

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

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C

Question 2

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RFM stands for Regency,Frequency,and Monetary.

A) True
B) False

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Question 3

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

Alliance partners are competitor organizations who co-operate with one another since doing so allows them to compete more successfully with other competitors.

CRM suites will also incorporate SRM,PRM and ERM modules as enterprises seek to take advantage of these initiatives.

___________ scripting systems access organizational databases that track similar issues or questions andally generate the details to the CSR who can then relay them to the customer.

Supplier relationship management is the same thing as an SRM system.

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

What is interactive voice response (IVR) ?

___________ CRM supports traditional transactional processing for day-to-day front-office operations or systems that deal directly with the customers.

List ____________ compile customer information from a variety of sources and segment the information for different marketing campaigns.

What is predictive dialing?

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

What accesses organizational databases that track similar issues or questions andally generate the details to the CSR who can then relay them to the customer?

CRM ___________ help organizations segment their customers into categories such as best and worst customers.

What allows customers to use the Web to find answers to their questions or solutions to their problems?

The CRM manager's full-time responsibilities includes ______________________________.

SRM systems also help an organization communicate with its suppliers by providing a seamless communication channel where data can be shared and accessed by both parties.

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

List generator,________ management,and cross-selling/up-selling are the three primary operational CRM technologies used in the marketing department.