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_________ relationship management focuses on keeping vendors satisfied by managing alliance partner and reseller relationships that provide customers with the optimal sales channel.

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Which of the following is not considered a feature in a contact center?


A) Automatic call distribution
B) Interactive voice response
C) Predictive dialing
D) Automatic predictive dialing

E) A) and D)
F) None of the above

Correct Answer

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McDonald's is ____________ selling when it asks their customers if they would like to super-size their meals.

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Describe three CRM technologies used by customer service departments.

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Three customer service operational CRM t...

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Which of the following is not one of the three phases in the evolution of CRM?


A) Reporting
B) Analyzing
C) Processing
D) Predicting

E) A) and B)
F) C) and D)

Correct Answer

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Which of the following was one of the first CRM components built to address the issues that sales representatives were struggling with the overwhelming amount of customer account information they were required to maintain and track?


A) Sales management system
B) Contact management system
C) Opportunity management system
D) Sales force automation system

E) A) and B)
F) B) and C)

Correct Answer

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Call scripting falls under the category of the sales department's CRM tools.

A) True
B) False

Correct Answer

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