Which of the Following Operational CRM Technologies Does the Customer

question 86

Multiple Choice

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

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Definitions:

Individual Power

The capacity or ability of a single person to influence others or change outcomes in a desired way.

Legitimate Power

Power derived from a person’s position or job in an organization.

Organizational Role

The set of responsibilities, activities, and expectations associated with a specific position within an organization.

Expert Power

Power derived from having special information or expertise that is valued by an organization.