CRM Systems and Customer Interaction
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Questions and Answers

What is the primary function of CRM systems?

  • To automate sales processes
  • To analyze large amounts of data (correct)
  • To categorize customers in spreadsheets
  • To evaluate customer satisfaction

    • Which of the following is NOT a communication channel used by CRM systems?

  • Social media
  • Telephone (with softphone)
  • Company's website
  • In-person meetings (correct)

    • What does CRM allow businesses to learn about their target audiences?

  • Their social security numbers
  • Their needs and preferences (correct)
  • Their browsing history on the company's website
  • Their personal contact information

    • When did the concept of customer relationship management start?

    <p>Early 1970s</p> Signup and view all the answers

    What does Gartner estimate the global CRM market size to be in 2020?

    <p>$69 billion</p> Signup and view all the answers

    What is the primary purpose of customer relationship management (CRM)?

    <p>To learn more about target audiences and cater to their needs</p> Signup and view all the answers

    Which of the following is a communication channel used by CRM systems?

    <p>Social media</p> Signup and view all the answers

    When did the concept of customer relationship management start?

    <p>Early 1970s</p> Signup and view all the answers

    What type of data analysis is typically used in CRM systems?

    <p>Both quantitative and qualitative analysis</p> Signup and view all the answers

    What is the estimated global CRM market size in 2020 according to Gartner?

    <p>$69 billion</p> Signup and view all the answers

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