BMI-3.02 CRM Software Briefing questions

BMI-3.02 CRM Software Briefing questions

10th Grade

11 Qs

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BMI-3.02 CRM Software Briefing questions

BMI-3.02 CRM Software Briefing questions

Assessment

Quiz

Business

10th Grade

Practice Problem

Hard

Created by

Teresa David

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11 questions

Show all answers

1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What is CRM often described as in the context of the provided document?

A type of customer feedback channel

A business development strategy

A software for Customer Relationship Management

A data analysis technique

2.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which aspect of CRM is considered a key differentiator in a competitive market according to the document?

Operational CRM

Collaborative CRM

Analytical CRM

Case management feature

3.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What is the main benefit of contact history in Operational CRM?

It allows for automation of marketing campaigns.

It enables customers to interact with different people without repeating their interaction each time.

It provides a self-service feature for customers.

It helps in analyzing customer behavior for decision making.

4.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What does Collaborative CRM focus on?

Automation of customer support processes

Direct interaction with customers via a variety of channels

Analysis of customer data for decision making

Tracking and reporting on customer service cases

5.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which of the following is NOT a purpose of Analytical CRM as mentioned in the document?

Designing marketing campaigns to optimize effectiveness

Providing support to front office business processes

Executing specific customer campaigns, including customer acquisition

Analyzing customer behavior to aid product and service decision making

6.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What is one of the management decisions that can be supported by CRM (Customer relationship management) software?

Employee scheduling

Financial forecasting and customer profitability analysis

Inventory management

Quality control

7.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

What is churn in the context of CRM?

The process of acquiring new customers

The rate at which employees leave the company

The prediction of the probability of customer defection

The measurement of customer satisfaction

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