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Exam 6: Systems Development and Project Management

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Question 21

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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

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Question 22

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CRM suites will also incorporate TPS,MRP and MER modules as enterprises seek to take advantage of these initiatives.

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Question 23

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_________ management systems maintain customer contact information and identify prospective customers for future sales.

Which question below represents a CRM predicting technology question?

Back-office operations deal directly with the customer.

________________ 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

The intense competition in today's marketplace forces organizations to switch from sales-focused strategies to customer-focused strategies.

What supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers?

An important trend in measuring customer satisfaction and uptake with a product or service is to monitor ____________________ communities

CRM _________ systems help organizations identify their customers across applications.

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

Contact management falls under the category of the customer service department's CRM tools.

What helps an organization identify its customers across applications?

What maintains customer contact information and identifies prospective customers for future sales?

What 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?

An organization that uses the RFM formula tracks:

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

List and describe several benefits an organization can receive from CRM.

The primary difference between operational CRM and analytical CRM is the direct interaction between the organization and its suppliers.

The intense competition in today's marketplace forces organizations to switch from sales-focused strategies to _______________________ strategies.