Business Management I (Objective 3.02)

Which type of customer relationship management software would be

most appropriate for a company that is looking for a more efficient way

to track leads, prospects, and customers?

• personalization technology

• matching engine technology

• campaign prediction software

• sales force automation technology

An important aspect of using technology in customer relationship

management involves:

• providing customers with product information.

• posting customer information on the business's website.

• updating customer information in the computer database.

• allowing employees to have complete access to customer information.

After a sales call, Carlos inputted a summary of the discussion in the

company’s customer relationship management system. What aspect of

customer relationship management is he using?

• automated

• collaborative

• developing

• operational

What is a benefit of using analytical customer relationship management

(CRM) software?

• It can lead to discounts for the customer.

• It aids management in developing financial forecasts.

• It allows management to communicate with clients through various channels.

• It prevents customers from having to repeat themselves when they have multiple interactions with the company.

The MSB Company provides its customers with critical or time-sensitive

product information by sending them alerts or messages through their

cellular phones. What form of technology is MSB using as an element of

customer relationship management?

• dial-up

• wireless

• traditional

• global positioning