16 Questions
What is the primary goal shared by Customer Relationship Management, Enterprise Resource Planning, and Supply Chain Management?
To improve internal efficiency
What aspect of customer relationship management involves capturing and tracking relevant data about past and planned contacts?
Contact and account management
In customer-centric businesses, what is the emphasis on?
Customer satisfaction
What is the main objective of Enterprise Resource Management systems?
Optimizing internal processes
What is the purpose of providing the organization with a single complete view of every customer in CRM?
To personalize customer interactions
What does Supply Chain Management focus on?
Optimizing distribution channels
What does CRM stand for in the context of the given text?
Customer Relationship Management
What is the purpose of cross-selling in CRM?
Selling related products to current customers
What is the major business strategy related to retention and loyalty programs in CRM?
Enhancing and optimizing customer retention and loyalty
Why do over 50% of CRM projects fail to produce promised results?
Lack of senior management sponsorship
What is the purpose of operational CRM in the context of the given text?
Synchronizing customer interactions
What is the aim of analytical CRM according to the given text?
Extracting customer information and predicting customer behavior
What is the primary function of portal-based CRM based on the given text?
'Enabling access to customer information and CRM tools'
Why is enhancing and optimizing customer retention and loyalty a major business strategy?
A firm can boost sales 85% by increasing customer retention 5%
What are the two primary types of CRM systems mentioned in the given text?
Operational CRM and Analytical CRM
What is the purpose of help desk software in the context of CRM?
Provides assistance for customer service agents having problems with a product/service
Test your understanding of customer relationship management, enterprise resource management, and supply chain management systems. Explore aspects such as business processes, customer and business value, as well as potential challenges and trends.
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