D077 Module 5 Exams Question And
Answers 2023
CRM (customer relationship mgmt) - correct answer combination of
policies, processes and strategies that unify customer interaction and
provide a mechanisms for tracking customer information
leads - correct answer information about a potential customer
prospects - correct answer a qualified and interested potential
customer
CRM functions - correct answer capture internal data, provide business
users with customer data, conduct business analysis, deliver tailored
marketing mix
Benefits CRM - correct answer unified customer interactions, covert
leads to customers, provide data for marketing and sales insights
(operational, analytical and collaborative)
CRM software capabilities - correct answer track variety of customer
interactions, analysis tools, capture data across customer life cycle
customer life cycle - correct answer steps in customer relationship with
company from initial contact to loyalty;
