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What is a form of predictive analytics for marketing campaigns that attempts to identify target markets or people who could be convinced to buy products?


A) Contact center
B) Web-based self-service
C) Call scripting system
D) Uplift modeling

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


A) Campaign management system
B) Cross-selling
C) Up-selling
D) List generator

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Call scripting systems offer a form of predictive analytics for marketing campaigns that attempts to identify target markets or people who could be convinced to buy products.

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What is uplift modeling?


A) A place where customer service representatives answer customer inquiries and solve problems, usually by email, chat, or phone
B) A system that allows customers to use the web to find answers to their questions or solutions to their problems
C) A system that gathers product details and issue resolution information that can be automatically generated into a script for the representative to read to the customer
D) A form of predictive analytics for marketing campaigns that attempts to identify target markets or people who could be convinced to buy products

Correct Answer

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

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Which of the following represents sales force automation?


A) Helping an organization identify its customers across applications
B) Selling additional products or services to a customer
C) A system that automatically tracks all of the steps in the sales process
D) Selling larger products or services to a customer

Correct Answer

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Call scripting systems gather product details and issue resolution information that can be automatically generated into a script for the representative to read to the customer.

Correct Answer

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

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Supplier relationship management (SRM)-f...

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Which of the following is a common customer service CRM metric?


A) Number of new prospective customers
B) Number of marketing campaigns
C) Average time to resolution
D) Revenue generated by marketing campaigns

Correct Answer

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Analytical CRM provides customer segmentation, which divides a market into categories that share similar attributes such as age, location, gender, habits, and so on. By segmenting customers into groups, it becomes easier to create targeted marketing and sales campaigns, ensuring that you are not wasting resources marketing products to the wrong customers.

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Up-selling is selling additional products or services to an existing customer.

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Partner relationship management (PRM) discovers optimal sales channels by selecting the right partners and identifying mutual customers.

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What is automatic 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) All of these

Correct Answer

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Which of the following is not one of the three phases in the evolution of CRM?


A) Reporting
B) Analyzing
C) Processing
D) Predicting

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Uplift modeling is a form of predictive analytics for marketing campaigns that attempts to identify target markets or people who could be convinced to buy products.

Correct Answer

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What is McDonald's performing when it asks its customers if they would like to super-size their meals?


A) Campaign management
B) Cross-selling
C) Up-selling
D) Down-selling

Correct Answer

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What helps an organization identify its customers across applications?


A) CRM reporting technologies
B) CRM analyzing technologies
C) CRM processing technologies
D) CRM predicting technologies

Correct Answer

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Opportunity management CRM occurs when a website has stored enough data about a person's likes and dislikes to fashion offers more likely to appeal to that person.

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


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

Correct Answer

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


A) Contact center
B) Web-based self-service
C) Call scripting
D) Website personalization

Correct Answer

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