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Chapter 8 quiz questions

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

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