Which question below represents a CRM reporting technology example

Why is CRM one among the most valuable assets a company can acquire?

 

Answer:

Because organizations haven’t been successful in implementing SCM systems, they need turned their resources to CRM

1. CRM has proven to extend customer loyalty and retention and organizational profitability

2. it’s easy for a company to steal loyal and devoted customers from its competitors, so companies need a viable process for targeting competitors’ customers.

3. Without CRM, it’s impossible to effectively manage or cross-sell products to customers

4. CRM has proven to extend customer loyalty and retention and organizational profitability

As the business world increasingly shifts from product-centric to customer-centric, why do most organizations treat existing customers better than within the past?

 

Answer:

Existing customers are the simplest source of profitable and sustainable revenue growth

 

1. within the age of e-business, a corporation is guaranteed a favourable customer base and it is easier than ever to satisfy them

2. Organizations cannot depend on the use of statistical analysis or value patterns such as recency, frequency, and monetary means to realize insight into customer behaviours or purchasing patterns

3. Placing customers at the forefront of all thinking and decision-making requires little or no operational and technological change

4. Existing customers are the simplest source of profitable and sustainable revenue growth

There are three phases in CRM development: (1) reporting, (2) analysis, and (3) prediction. What do predictive CRM technologies help organizations achieve?

 

1. Make predictions about customer behaviour, like which customers are at risk of leaving

2. Segment your customers into categories like best and worst customer

3. Identify your customers in other applications

4. All of the above

 

predict customer behaviour, like which customers are at risk of leaving

A contact centre (or call centre) is where customer service representatives answer customer questions and answer issues through a number of different customer touch points. A contact centre is one among the best assets a customer-driven organization can have. Why?

 

Answer:

Contact centres can identify suppliers who are in desperate need of help

1. Maintaining a high level of customer support is critical to acquiring and retaining customers
2. Contact centres are the sole place to find answers to customer questions or solutions to customer problems
3. Most contact centres use analytical modelling technologies to supply business intelligence
4. maintaining a high level of customer support is critical to acquiring and retaining customers

Which of the subsequent is not a current CRM trend?

 

1. Management of partner relations
2. Supplier Relationship Management
3. Management of Employee Relation
4. Distributor Relationship Management
5. Distributor Relationship Management

Which of the subsequent represents operational CRM?

 

1. It supports traditional transaction processing
2. Supports daily front-office operations
3. Supports operations that deal directly with customers
4. All of the above
5. all of the above

 

What supports back-office operations and strategic analysis and includes all systems that don’t deal directly with customers?

 

1. Analytical CRM
2. Operational CRM
3. Personalization of internet sites
4. All of the above
5. analytical CRM

What can analytics tools for CRM modelling discover?

 

1. Identify opportunities to expand customer relationships
2. Identify opportunities for cross-selling
3. Identify opportunities for up-selling
4. All of the above
5. all of the above

What happens when an internet site can know about a person’s likes and dislikes and can create offers that are more likely to appeal to that person?

 

1. Operational CRM
2. Analytical CRM
3. Personalization of internet sites
4. All of the above
5. site personalization

Which of the subsequent is not one of the three stages of CRM development?

 

1. Reporting
2. Analysis
3. Processing
4. Anticipation
5. processing

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