CRM Implementation and Global Strategies Quiz
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Questions and Answers

Which term is used interchangeably with contact centres in the text?

  • CRM implementation
  • Customer Relationship Management
  • Global CRM
  • Call centres (correct)

    • What is the topic of discussion in Week 8 of the course?

  • CRM implementation (correct)
  • Global CRM
  • Operational aspects of CRM
  • Contact centres for CRM

    • What is the role of computers in call centres?

  • To suggest solutions to customers
  • To train call centre agents
  • To provide data about the customer (correct)
  • To handle customer complaints

    • What is the main function of contact centres?

    <p>To handle customer complaints (B)</p> Signup and view all the answers

    What is the purpose of CRM implementation?

    <p>To improve customer relationship (B)</p> Signup and view all the answers

    What are contact centres also known as?

    <p>Call centres (B)</p> Signup and view all the answers

    What is the main function of contact centres?

    <p>Handle customer requests and complaints (C)</p> Signup and view all the answers

    What is the primary focus of Week 8 in the course?

    <p>CRM implementation (A)</p> Signup and view all the answers

    What type of data does the system in call centres provide?

    <p>Data about the customer (C)</p> Signup and view all the answers

    What is the role of computers in call centres?

    <p>Provide data about the customer (D)</p> Signup and view all the answers

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