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Walmart and Procter & Gamble (P&G) implemented a |
Distribution; manufacturing |
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Which of the following is a common sales CRM metric? |
Number of new customers |
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Where would you find the customers’ customer in a typical supply chain? |
Downstream |
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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 |
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What made-to-order views can analytical CRM tools slice-and-dice customer information into? |
All of these: data warehouse, data mining, collaborative CRM system |
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What is the primary difference between contact management and opportunity management? |
Contact management deals with existing customers; opportunity management deals with new customers |
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What is the key word in ERP? |
Enterprise |
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Which of the following is not a valid way that a CRM system can collect information? |
Customer’s personal computer |
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Which of the following is a common customer service CRM metric? |
Average time to resolution |
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Where would you find the suppliers’ supplier in a typical supply chain? |
Upstream |
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Which of the following is not a current CRM trend? |
Distributor relationship management |
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Which of the following describes how customer service representatives answer customer inquiries and respond to problems through a number of different customer touch points? |
Contact Center |
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Which of the following questions represents a CRM analyzing technology question? |
Why did sales not meet forecasts? |
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Which of the following is a common marketing CRM metric? |
Cost per interaction by marketing campaign |
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Which of the following questions represents a CRM reporting technology example? |
What is the total revenue by customer? |
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Where would you find the manufacturer and distributor in a typical supply chain? |
In the middle |
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Which of the following is a component ERP vendors offer to differentiate themselves in the marketplace? |
CRM |
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What can analytical CRM modeling tools discover? |
All of these |
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Which of the following questions represents a CRM predicting technology question? |
What customers are at risk of leaving? |
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Which of the following is not considered a feature in a contact center? |
Automatic predictive dialing |
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Which of the following statements is inaccurate? |
Most organizations invest in backward integrations only. |
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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 |
|
Where would you find the manufacturer and distributor in a typical supply chain? |
In the middle |
|
Which of the following is not a current CRM trend? |
Distributor relationship management |
|
Which of the following questions represents a CRM reporting technology example? |
What is the total revenue by customer? |
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