Question 1

The CRM macro processes are those that interface between the ________ and its __________in the supply chain.

Accepted Answer

A)  Consumer and Call Center
B)  Enterprise and Customers Downstream
C)  Consumer and Technology
D)  Service and Satisfaction

Question 2

What influence has the focus on CRM and SRM had on the business mindset?

Accepted Answer

A)  Lower costs.
B)  Greater integration.
C)  Shorter cycle times.
D)  Focus on bottom-line results.

Question 3

Customer Relationship Management depends on four primary aspects: people, process, information, and ________.

Accepted Answer

A)  Discovery
B)  Innovation
C)  Technology
D)  All of the given options

Exam 2: Customer Relationship Management

Customer Relationship Management depends on four primary aspects: people, process, information, and ________.