99) Customer relationship management systems typically provide software and online tools for sales, customer service, and
A) marketing.
B) account management.
C) advertising.
D) public relations.
100) SFA modules in CRM systems would provide tools for
A) assigning and managing customer service requests.
B) capturing prospect and customer data.
C) identifying profitable and unprofitable customers.
D) managing sales prospect and contact information.
101) Customer service modules in CRM systems provide tools for
A) assigning and managing customer service requests.
B) sales quote generation.
C) identifying profitable and unprofitable customers.
D) managing sales prospect and contact information.
102) Marketing modules in CRM systems would provide tools for
A) managing an advice telephone line.
B) sales quote generation.
C) identifying profitable and unprofitable customers.
D) managing sales prospect and contact information.
103) ________ software deals with employee issues that are closely related to CRM, such as setting objectives, employee performance management, performance-based compensation, and employee training?
A) Enterprise
B) ERM
C) PRM
D) ERP
104) Selling a customer with a checking account a home improvement loan is an example of
A) operational CRM.
B) direct marketing.
C) cross-selling.
D) cross-channel promotions.
105) Which of the following is an important capability for service processes that is found in most major CRM software products?
A) returns management
B) lead management
C) account management
D) events management
106) Which of the following is an important capability for sales processes that is found in most major CRM software products?
A) returns management
B) lead management
C) channel promotions management
D) events management