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What is operational CRM? |
supports traditional transactional processing for day-to-day front-office operations or systems that deal directly with the customers |
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What is analytical CRM? |
supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers |
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What is supplier relationship management? |
focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects, which optimizes supplier selection |
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What is partner relationship management? |
focuses on keeping vendors satisfied by managing alliance partner and reseller relationship that provide customers with the optimal sales channel |
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What is employee relationship management? |
provides employees with a subset of CRM applications available through a web browser |
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CRM allows an organization to accomplish all of the following except: |
complicate marketing and sales processes |
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What can analytical CRM modeling tools discover? |
identify opportunities for expanding customer relationships, cross-selling, and up-selling |
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What supports back-office operations and strategic analysis and includes all systems that do not deal directly with the customers? |
analytical CRM |
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Which of the following represents operational CRM? |
supports traditional transactional processing, day-to-day front-office operations, and operations that deal directly with the customer |
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Which of the following is the first CRM implementation strategy? |
clearly communicate the CRM strategy |
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Which of the following is NOT a CRM industry best practice? |
implement using the big-bang approach |
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Who did business 2.0 rank as number one in the top 50 people who matter most in business? |
customer |
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