Chapter 8 quiz questions – Flashcards
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Contact Center
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Which of the following describes how customer service representatives answer customer inquiries and respond to problems through a number of different customer touchpoints?
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Most organizations invest in backward integrations only.
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Which of the following statements is inaccurate?
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Number of new customers
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Which of the following is a common sales CRM metric?
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CRM
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Which of the following is a component ERP vendors offer to differentiate themselves in the marketplace?
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Distributor relationship management
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Which of the following is not a current CRM trend?
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Cost per interaction by marketing campaign
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Which of the following is a common marketing CRM metric?
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Contact management deals with existing customers; opportunity management deals with new customers
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What is the primary difference between contact management and opportunity management?
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Enterprise
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What is the key word in ERP?
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Why did sales not meet forecasts?
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Which of the following questions represents a CRM analyzing technology question?
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Distribution; Manufacturing
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Walmart and Procter & Gamble (P&G) implemented a tremendously successful SCM system. The system linked Walmart's _____________ centers directly to P&G's _____________ centers.
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Average time to resolution
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Which of the following is a common customer service CRM metric?
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What is the total revenue by customer?
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Which of the following questions represents a CRM reporting technology example?
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Automatic predictive dialing
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Which of the following is not considered a feature in a contact center?
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?
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What can analytical CRM modeling tools discover?
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Downstream
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Where would you find the customers' customer in a typical supply chain?
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Materials flow from suppliers and their "downstream" suppliers at all levels
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Which of the following is not one of the three main links in the supply chain?
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What customers are at risks of leaving?
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Which of the following questions represents a CRM predicting technology question?
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Upstream
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Where would you find the suppliers' suppler in a typical supply chain?
