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Terms in this set (23)CRM is a technology based on the premise that those organizations that understand the needs of individual customers are best positioned to achieve sustainable competitive advantage in the future. False The business world is shifting from customer focus to product focus. False The Internet can completely replace the phone and face-to-face communications with customers. False Customer service and support (CSS) is a part of operational CRM that automates service requests, complaints, product returns, and information requests. True Opportunity management CRM systems target sales opportunities by finding new customers or companies for future sales. True 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. False Call scripting occurs when a customer service representative answers customer inquiries and solves problems by email and IMing. False Back-office operations deal directly with the customer. False CRM allows an organization to accomplish all of the following except: Complicate marketing and sales processes. Which of the following represents operational CRM? All of these. -Supports traditional transactional processing. What supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers? Analytical CRM What can analytical CRM modeling tools discover? All of these. -Identify opportunities for expanding customer relationships. What occurs when a website can know enough about a person's likes and dislikes that it can fashion offers that are more likely to appeal to that person? Website personalization What helps an organization identify its customers across applications? CRM reporting tech Which of the following operational CRM technologies does the marketing department typically use? List generator, campaign management, cross-selling and up-selling What compiles customer information from a variety of sources and segments the information for different marketing campaigns? List generator What is McDonald's performing when it asks its customers if they would like to super-size their meals? Up-selling What automates each phase of the sales process, helping individual sales representatives coordinate and organize all of their accounts? Sales management CRM systems What targets sales opportunities by finding new customers or companies for future sales? Opportunity management system What allows customers to use the web to find answers to their questions or solutions to their problems? Web based self service What is automatic call distribution? a phone switch routes inbound calls to available agents What is predictive dialing? automatically dials outbound calls and when someone answers, the call is forwarded to an available agent What is web-based self-service? A system that allows customers to use the web to find answers to their questions or solutions to their problems. Sets found in the same folderInformation Systems: A Manager's Guide to Harnessi…95 terms danmort14 Moore's Law32 terms mpcamara7 CH9 Ethics25 terms yhkeval Netflix41 terms mpcamara7 Other sets by this creatorExcel Ch3-584 terms yhkeval Ch20 Supply Chain29 terms yhkeval Excel47 terms yhkeval Ch8/Networking and Security31 terms yhkeval Verified questions
psychology Differentiate between the various types of professionals within the field of psychology. Verified answer
algebra After paying $\$4$ to play, a single fair die is rolled, and you are paid back the number of dollars corresponding to the number of dots facing up. For example, if a $5$ turns up, $\$5$ is returned to you for a net gain, or payoff, of $\$1$; if a $1$ turns up, $\$1$ is returned for a net gain of -$\$3$; and so on. What is the expected value of the game? Is the game fair? Verified answer
economics The director of marketing at Reeves Wholesale Products is studying monthly sales. Three independent variables were selected as estimators of sales: regional population, per capita income, and regional unemployment rate. The regression equation was computed to be Ŷ= $$ 64,100 + 0.394X_1 + 9.6X_2 - 11,600 X_3 $$ a. What is the full name of the equation? b. Interpret the number 64,100.c.What are the estimated monthly sales for a particular region with a population of 796,000, per capita income of $6,940, and an unemployment rate of 6.0 percent? Verified answer
question The MBA program at a large university is facing a pleasant problem—too many applicants. The current admissions policy requires students to have completed at least 3 years of work experience and an undergraduate degree with a B-average or better. Until 3 years ago, the school admitted any applicant who met these requirements. However, because the program recently converted from a 2-year program (four semesters) to a 1-year program (three semesters), the number of applicants has increased substantially. The dean, who teaches statistics courses, wants to raise the admissions standards by developing a method that more accurately predicts how well an applicant will perform in the MBA program. She believes that the primary determinants of success are the following: Undergraduate grade point average (GPA) Graduate Management Admissions Test (GMAT) score Number of years of work experience She randomly sampled students who completed the MBA and recorded their MBA program GPA, as well as the three variables listed here. Test to determine which of the independent variables is linearly related to MBA GPA. Verified answer Recommended textbook solutions Human Resource Management15th EditionJohn David Jackson, Patricia Meglich, Robert Mathis, Sean Valentine 249 solutions Information Technology Project Management: Providing Measurable Organizational Value5th EditionJack T. Marchewka 346 solutions
Human Resource Management15th EditionJohn David Jackson, Patricia Meglich, Robert Mathis, Sean Valentine 249 solutions
Information Technology Project Management: Providing Measurable Organizational Value5th EditionJack T. Marchewka 346 solutions Other Quizlet setsTherapeutic Approaches of Counseling26 terms Matthew_Menendez2 Animal Behavior - Exam 138 terms wadman_james Religion Chapter three quiz83 terms Melina_UprightPlus final49 terms melsile What helps an organization identifies customers across applications?reporting. helps an organization identify its customers across applications.. Business intelligence. ... . forward integration. ... . enterprise application integration middleware. ... . supply chain visivility. ... . supply chain planning systems. ... . supply chain execution system. ... . electronic data interchange.. What maintains customer contact information and identifies prospective customers for future sales quizlet?a sales and operational CRM technology; maintains customer contact information and identifies prospective customers for future sales, using tools such as organizational charts, detailed customer notes, and supplemental sales information.
What helps an organization segment their customers into categories such as best and worst customers?CRM analysis technology helps organizations segment their customers into categories such as best and worst customers.
Which of the following is a system that helps a company collect customer data from social media and share it among it's customer facing processes?CRM systems compile customer data across different channels, or points of contact, between the customer and the company, which could include the company's website, telephone, live chat, direct mail, marketing materials and social networks.
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What helps an organization identify its customers across applications quizlet?
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