D077 Module Revised Test Questions
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
