Chapter 9 Review Key

Chapter 9 Review Key - 5. ___________ relationship...

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Chapter 9 Review Key 1. Back-office operations deal directly with the customer. FALSE Front-office operations deal directly with the customer. 2. ___________ CRM supports traditional transactional processing for day-to-day front-office operations or systems that deal directly with the customers. Operational 3. The evolution of CRM is reporting, analyzing, and predicting. TRUE 4. __________management systems automate each phase of the sales process, helping individual sales representatives coordinate and organization all of their accounts. Sales
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Unformatted text preview: 5. ___________ relationship management focuses on keeping suppliers satisfied by evaluating and categorizing suppliers for different projects, which optimizes supplier selection. Supplier 6. ___________ office operations deal directly with the customer. Front 7. "Why did sales not meet forecasts?" is an example of _________ technologies in CRM. Analyzing 8. Contact management falls under the category of the customer service department's CRM tools. FALSE Contact management falls under the category of the sales department's CRM tools....
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