Question 1 (0.25 points) (True/False). The primary financial impact of a robust CRM system results from retaining current customers versus obtaining new customers. Question 1 options: A) True B) False Save Question 2 (0.25 points) A company is more likely to lose current customers if: Question 2 options: A) the company is unable to resolve issues quickly and fairly. B) the company does not offer a rewards program. C) the company sends many advertising emails. D) the company's service representative does not seem to have all the needed information from all the pertinent departments. Save Question 3 (0.25 points) In terms of customer service issues , which of the following is the least likely reason for using a robust CRM? 1 2 3
Question 3 options: A) A CRM can provide a more rapid response to queries and concerns by forwarding the query to the right department. B) A CRM can enable members of pertinent departments to have access to all the relevant information, enabling them to answer queries and resolve problems quickly and easily. C) A CRM can provide a company's marketing department with information needed to identify and target new customers. D) A CRM can optimize the information shared among departments, resulting in better management of existing accounts. Save Question 4 (0.25 points) (True/False). A data warehouse will typically contain the history of all previous interactions with specific users (including product use and transactions), but rarely includes other types of data.
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- Winter '16
- Jane smith