Which of the Following Operational CRM Technologies Does the Customer

question 14

Multiple Choice

Which of the following operational CRM technologies does the customer service department typically use?

• A) Contact centre, 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

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Definitions:

Technology-Driven World

A society significantly influenced by rapid technological advancements and digital innovations.

PERT Activity

A task or event within the Program Evaluation and Review Technique, a project management tool used to schedule, organize, and coordinate tasks within a project.

Critical Path

The sequence of stages determining the minimum time needed to complete a project, where any delay in the stages causes a delay in the project.

Organizational Responses

The actions or reactions of an organization to internal or external stimuli such as changes in the market, new regulations, or employee feedback.