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Question
Which of the following operational CRM technologies does the customer service department typically use?
A. contact center, web-based self-service, call scripting
B. sales management, contact management, opportunity management
C. list generator, opportunity management, cross-selling and up-selling
D. list generator, campaign management, cross-selling and up-selling
Answer
This answer is hidden. It contains 106 characters.
Related questions
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D. involves capturing, classifying, evaluating, retrieving, and sharing information assets in a way that provides context for effective decisions and actions.
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A. knowledge management
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In terms of disruptive technology, what is best for an organizations current business could ruin it in the long term.
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A. source code
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Disruptive technology tends to provide us with better, faster, and cheaper products.
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What is Mozilla Firefox?
A. a competitor to Microsoft Word
B. a competitor to Microsoft Excel
C. a competitor to Adobe Photoshop
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Which of the following tracks the number of customers an organization touches for the first time and persuades to purchase its products or services?
A. customer satisfaction
B. usability
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D. financial
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Which of the following describes the efficiency MIS metric of throughput?
A. the number of hours a system is available for users
B. the time it takes to respond to user interactions, such as a mouse click
C. the amount of information that can travel through a system at any point in time
D. the ease with which people perform transactions and/or find information
Q:
What is the term for the most successful solutions or problem-solving methods that have been developed by a specific organization or industry?
A. ROI
B. metrics
C. best practices
D. KPI
Q:
A common mistake that many managers tend to make is focusing on only one type of metrics because they are easier to measure. Which type of metrics do they focus on?
A. effectiveness MIS metrics
B. efficiency MIS metrics
C. endurance MIS metrics
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Q:
What types of metrics measure customer satisfaction?
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B. effectiveness MIS metrics
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Q:
What are the quantifiable metrics a company uses to evaluate progress toward critical success factors?
A. ROI
B. CSF
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D. None of these are correct.
Q:
Key performance indicators are the metrics a company uses to evaluate progress toward critical success factors. Which of the following represents a key performance indicator?
A. create high-quality products
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CSFs and KPIs are two core metrics used to evaluate results and measure the progress of a project for a business. Which of the following represents the acronyms for CSF and KPI?
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B. critical success factors and key project ideas
C. customer success findings and key project ideas
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Which of the following represents the structure of a typical organization?
A. flat line
B. pyramid
C. circle
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B. consumer testimonials
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B. content providers, infomediaries, online marketplaces, portals, service providers, transaction brokers
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A. pay-per-click
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A. The Gap
B. Amazon
C. Google
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A. click-and-brick, click-and-mortar, pure-play
B. brick-and-mortar, click-and-mortar, virtual
C. brick-and-mortar, click-and-consumer, virtual-and-consumer
D. brick-and-click, brick-and-mortar, brick-and-virtual
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A. a business that operates only on the Internet without a physical store
B. a business that sells products only in a physical store
C. a business that sells services only in a physical store
D. All of these are correct.
Q:
What is the mathematical method of handling imprecise or subjective information?
A. fuzzy logic
B. virtual reality
C. expert system
D. genetic algorithm
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B. virtual reality
C. neural network
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A. slice-and-dice
B. pivot
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As the product manager for the eatery division at Whole Foods, Jerry is responsible for analyzing sales data to help him manage his team. Today Jerry is analyzing his data using aggregation techniques allowing him to see simple roll-ups to complex groupings of interrelated information. Which of the following common digital dashboard capabilities is Jerry using to analyze his department's success?
A. slice-and-dice
B. pivot
C. drill-down
D. consolidation
Q:
Which of the following business ideas is not using AI?
A. Best Buy implements a software system that will determine how many customers are needed to increase gross profits to $5 million.
B. McDonalds unveils a robot that cleans and tidies the restaurant, while also asking guests if it can take their trays to the trash.
C. Starbucks creates a system that works like a hand and lifts and moves the mixing pots for the coffees to and from the coffee machines to the counters.
D. Golf courses create an automated golf cart that can offer swing suggestions, club suggestions, and even navigate the course for the driver.