SOLVED

51) ________ help create the mass e-mail marketing campaigns wherein each consumer receives an individualized e-mail based on their prior purchase history. A) Data warehouses B) Operational CRM systems C) Analytical CRM systems D) Integrated CRM systems E) Collaborative CRM systems 52) Which of the following is a component of the operational CRM system? A) sales force automation B) data warehouses C) ERP systems D) data mining and visualization E) business intelligence 53) Which of the following is a component of the analytical CRM system? A) enterprise marketing management B) sales force automation C) technologies to facilitate communication D) data mining and visualization E) customer service and support 54) Which of the following is a component of the collaborative CRM system? A) sales force automation B) data mining and visualization C) enterprise resource planning systems D) enterprise marketing management E) technologies to facilitate communication 55) ________ is the first component of an operational customer relationship management that supports a broad range of business processes, including account and contact management, territory management, and order processing and tracking. A) Enterprise marketing management B) Sales force automation C) Data warehouse D) Execution management E) Customer service and support 56) Which of the following best explains improved morale of sales personnel due to sales force management systems? A) Customer contact information being recorded using e-forms that automatically provide known customer data. B) Common systems ensuring that sales personnel follow common processes and procedures. C) Improved training and less “busywork”allowing a greater focus on selling and revenue generation. D) Sharing of all sales-related information facilitating successful team selling. E) E-forms ensuring that customer data is automatically entered. 57) ________ refers to systems that automate complaints, product returns, and information requests, among others. A) Data warehouse B) Enterprise marketing management C) Customer service and support D) Execution management E) Sales force automation 58) Which of the following advantages accruing to sales personnel can be attributed to sales force management? A) better planning B) better sales force tracking C) better forecasts D) improved teamwork E) improved scheduling 59) Which of the following best explains improved information for sales managers on account of sales force management systems? A) sales performance data automatically tabulated and presented in easy-to-understand tables, charts, and graphs B) streamlined selling processes and improved communications that allow sales managers to focus more on nonselling activities C) common systems ensuring that sales managers follow common processes and procedures D) improved training and less “busywork”allows a greater focus on selling and revenue generation E) sharing of all sales-related information facilitates successful team selling and the sharing of best practices 60) ________ refers to using multiple communication channels to support the communication preferences of users, such as the Web, the company’s Facebook page, industry blogs, telephone and so on. A) Business intelligence B) Customer interaction center C) Enterprise marketing management D) Execution management E) Sales force automation