Quiz
DUI QUIZ
This quiz has question types that open in the usual player.
Questions in this quiz (82)
1Sales force automation – key objectives (SELECT ALL THAT APPLY)
To enable companies in managing sales network providing:
- AInformation on prospects and customers
- BInformation on products and services
- CSelling activities calendar
- DInformation on Sales execution
- ESales monitoring
- FManage service request
- GSupport outbound campaigns
2Sales force automation – key objectives (SELECT ALL THAT APPLY)
To help Sales representatives executing selling activities with:- AOffer Recommendations
- BPricing and quotation
- CAnywhere access to Customer and product data
- DTablet and smartphone
- EProducts availability
3IDENTIFY Do and don’ts for a successful SFA implementation
- AMake sure there’s something in it for sales, not just sales management.
- BDefine the process and expected results upfront.
- CWatch the spreadsheets.
- DGet users involved upfront
- EMake CRM a core part of the business
- FTrain on the process and the job, not just the tool
- GFix ease-of-use issues quickly.
- HBuild in data quality.
- IPlan for change
- J10. Turn sales reps into data entry clerks.
11. Create adversarial data “monitoring” relationships between sales and sales management.
12. Expect the tool (alone) to enforce or define the process.
13. Forget to sync CRM data with Outlook and PIM data.
14. Start without a clear process and a strong commitment from sales management.
15. Look at SFA as just a sales problem.
4The term Ecommerce means...
- ABuying goods over the internet
- BSelling goods and services over the internet
- CBuying goods and services over the internet
- DSelling and buying goods and services over the internet
5Which of the following is NOT an advantage to customers of ecommerce?
- AGoods take a few days to arrive
- BBuy from other countries
- CCompare prices between different sites
- DShop 24/7
6Order management system, or OMS, is a software system used for order entry and processing.
An integrated order management system provides the following features (SELECT ALL THAT APPLY):- AProduct information (descriptions, attributes, locations, quantities)
- BInventory availability (ATP) and sourcing
- CCustomer Journey & personas
- DVendors, purchasing, and receiving
- EMarketing (catalogs, promotions, pricing)
- FCustomers data integration
- GPipeline & Opportunity information
- HOrder entry and customer service (including returns and refunds)
- IFinancial processing (credit cards, billing, payment on account)
- JOrder processing (selection, printing, picking, packing, shipping)
7Inventory Management systems are used to track products and parts as they are transported from a vendor to a warehouse, between warehouses, and finally to a retail location or directly to a customer.
Inventory management software is used for a variety of purposes, including (SELECT ALL THAT APPLY):- AMaintaining a balance between too much and too little inventory.
- BTracking inventory as it is transported between locations.
- CReceiving items into a warehouse or other location.
- DGeo-localizing products
- EPicking, packing and Shipping items from a warehouse.
- FKeeping track of product sales and inventory levels.
8A Payment Gateway is an e-commerce application service provider that authorizes payments for e-businesses, online retailers, bricks and clicks, or traditional brick and mortar.
(Select all that apply)- AIt is the equivalent of a physical point of sale terminal located in most retail outlets.
- BPayment gateways protect credit card details by encrypting sensitive information, such as credit card numbers, to ensure that information is passed securely between the customer and the merchant and also between merchant and the payment processor.
- CA payment gateway facilitates the transfer of information between a payment portal (such as a website, mobile phone service) and the Front End Processor or acquiring bank.
- DWhen a customer orders a product from a payment gateway-enabled merchant, the payment gateway performs a variety of tasks to process the transaction.
9The objective of a warehouse management system is to provide a set of computerized procedures for management of warehouse inventory with the goal of optimizing cost and fulfillment times.
This includes (select all that apply)- AThe receipt of stock and returns into a warehouse facility.
- BModeling and managing the logical representation of the physical storage facilities (e.g. racking, etc.). For example, if certain products are often sold together or are more popular than others, those products can be grouped together or placed near the delivery area to speed up the process of picking, packing and shipping to customers.
- CEnabling a seamless link to order processing and logistics management in order to pick, pack, and ship product out of the facility.
- DTracking where products are stocked, which suppliers they come from, and the length of time they are stored. By analysing such data, companies can control
inventory levels and maximize the use of warehouse space. - EPurchasing automatically products to be shipped at the customer site based on previous orders
10Which are the Design issues for the Call Center? (select all that apply)
- AFlexibility
- BStability
- CLogistics
- DConfigurable
- EScalability
- FEquipment
11Which are the Call Center costs?
- AHuman resources recruiting and training
- BOutsourced call
- CTelecommunications equipment
- DHuman resources salary
- EComputer software
- FComputer hardware
- GTelecommunications phone charges
- HReal estate
12Balance value to the customer with value created for business and overall cost of service: VALUE TO CUSTOMER
- ANPS Score
- BQA Score
- CFirst Call Resolution
- DCustomer Satisfaction Index
- EARPU (€)
- FChurn (%)
- GAgent utilisation
- HAverage handling time (AHT)
- INumber of Customer Service agents per customer
13Balance value to the customer with value created for business and overall cost of service: VALUE TO BUSINESS
- ANPS Score
- BQA Score
- CFirst Call Resolution
- DCustomer Satisfaction Index
- EARPU (€)
- FChurn (%)
- GAgent utilisation
- HAverage handling time (AHT)
- INumber of Customer Service agents per customer
14Balance value to the customer with value created for business and overall cost of service: COST TO THE BUSINESS
- ANPS Score
- BQA Score
- CFirst Call Resolution
- DCustomer Satisfaction Index
- EARPU (€)
- FChurn (%)
- GAgent utilisation
- HAverage handling time (AHT)
- INumber of Customer Service agents per customer
15Which of the following are functional components of field service?
- AEntitlement
- BField agent scheduling
- CSales Management
- DField agent functionality
- ELead Management
- FWeb self-service
- GIntegration layer
- HAutomatic Call Distribution and call routing
16Which is not a typical Field Service process step? (select one)
- ACustomer contact
- BDispatch & Scheduling
- CDrive to site
- DTerritory Management
- EParts order
- FRepair
- GClose Serv. Request
- HBill & Invoice
17 Identify the wrong definition in each sub-module: CONTACT/TRANSACTION
MANAGEMENT- AIntegrate contract management capabilities
- BReceives information from incoming telephone calls, emails and faxes
- CIntegrates with Call Center/Contact Center to manage this information
- DResolve issues at the initial contact or send to dispatch
- EManages status and priority of open calls
18 Identify the wrong definition in each sub-module: ENTITLEMENT TRACKING
- ATracks the products/service for which customers have contracted and what they are “entitled” to receive from the company
- BAssure call routing to the first available operator
- CEntitlements and contracts can encompass costs, service levels, contacts, accounts, service hours, etc
19Identify the wrong definition in each sub-module: WARRANTY TRACKING
- AHelps determine if customer will receive services/products under warranty, of if they will need to pay for the services/products
- BContributes to revenue generation and is essential to containing costs
- CManage customer master data
20Identify the wrong definition in each sub-module: PARTNER RELATIONSHIP
MANAGEMENT- AAssignment of calls to an outsourced authorized service partner to aid in the repair and or installation of specific products or assets
- BTerritory management and integration of billing system
- CProvide facility for appropriate access by partner into service management system and access by organization into partner’s internal systems
21Which of the following is not a function of the Technician Scheduling & Dispatch capability of the Field Service module? (select one)
- ACalculates optimum work schedules for field service engineers to maximize work time and minimize travel time
- BAssigns service requests to the appropriate field service engineer based on predefined set of rules or constraints (e.g., skill set, territory, call priority, etc.)
- CEnables automatic generation of customers preventative maintenance services calls based on time, usage, threshold and event triggers for specific products and assets
- DEnsures appropriate escalation of customer and service issues
- ECommunicates supporting information on service request to field technician
22Workforce Management (2/2) - Identify the WRONG definition in each sub-module: FORECASTING
- AUtilizes past trends and future predictions to estimate and plan for future resources for field service engineers and inventory
- BManages field service engineer schedules
- CForecast the number of service call incoming over a specific periodo of time
23Workforce Management (2/2) - Identify the WRONG definition in each sub-module: TECHNICAL SCHEDULING &DISPATCH
- ACalculates optimum work schedules for field service engineers to maximize work time and minimize travel time
- BAssigns service requests to the appropriate field service engineer based on predefined set of rules or constraints (e.g., skill set, territory, call priority, etc.)
- CEnsures appropriate escalation of customer and service issues
- DCommunicates supporting information on service request to field technician
- EReport expenses and traveling time for on field activities
24Workforce Management (2/2) - Identify the WRONG definition in each sub-module: INSTALLATION MANAGEMENT
- ASchedules the installation of specific products and assets at the customer locations
- BField technicians data management
25Workforce Management (2/2) - Identify the WRONG definition in each sub-module: PREVENTIVE MAINTENANCE
- AEnables automatic generation of customers preventive maintenance services calls based on time, usage, threshold and event triggers for specific products and assets
- BPrevent generation of quotes and invoices for repairs activities
26Inventory Management (2/2) - Identify the WRONG definition in each sub-module: DEMAND
- ARequest for support from customers
- BForecasts overall demand by period over the life cycle of a product
27Inventory Management (2/2) - Identify the WRONG definition in each sub-module: RETURNS
- AForecasts product returns for reusable inventory
- BReturn to customer site
- CCalculates incoming products and storage capacity needed for reverse logistics
28Inventory Management (2/2) - Identify the WRONG definition in each sub-module: REPLENISHMENT
- APlanning for inventory replenishment is based on product demand, supply and service level agreements, and budget
- BIncludes planning for preventative maintenance, repair and overhaul
- CDeliver spare parts products to customer site
29Inventory Management (2/2) - Identify the WRONG definition in each sub-module: DE-MANUFACTURING, RE- MANUFACTURING, REPAIR
- AInvolves the planning of the capacity needed to re- manufacture, repair, or dispose of incoming goods
- BEncompasses disposal planning for hazardous goods
- CDispatch and assign technical calls to field technicians
30Logistic Management - Identify the WRONG definition in each sub-module: SERVICE INVENTORY STATUS
- ATracks availability, status, quantities, and locations of parts throughout the service organization and in customers’ organization
- BEnsures optimum inventory levels are maintained by specifying max/min (reorder point) and safety stock levels( stock needed to fulfill current demand)
- CTrack customer support requests and monitor services activities
31Logistic Management - Identify the WRONG definition in each sub-module: RETURN MATERIAL AUTHORIZATION (RMA)
- AIssues authorization numbers so that customers can return damaged or spare parts back to a company
- BCheck customer entitlement to receive in warranty support
- CEssential to controlling costs and is usually tightly integrated with call management and inventory
32Logistic Management - Identify the WRONG definition in each sub-module: QUALITY ASSURANCE (QA) AND REPAIR MANAGEMENT
- ATracks defective parts by serial number or another identifier
- BAssists in evaluating and improving product quality
- CMonitor Customer feedback through ad-hoc survey
- DTracks products that are removed from the field and are sent back for inspection
33Information that must be exchanged between Field Service Technicians and other Field Service staff may include (match accordingly) A. Communication between Dispatcher and Field Service Technicians
- ACustomer service request and history
- BRecommended Tools and Parts
- CInstructions and directions
- DEntitlement/SLA information
- EParts locator
- FOnsite equipment and configuration
- GService request status
- HInventory Movements
- IInvoices
- JParts movement
34Information that must be exchanged between Field Service Technicians and other Field Service staff may include (match accordingly): B. Communication between Field Service Technicians and Warehouse
- AInvoices
- BInventory Movements
- CCustomer service request and history
- DRecommended Tools and Parts
- EParts movement
- FRMA/Defective part details
- GInstructions and directions
- HEntitlement/SLA information
- IParts locator
- JBillable time and materials
35Information that must be exchanged between Field Service Technicians and other Field Service staff may include (match accordingly): C. Communication between Field Service Technicians and Back Office System
- AInvoices
- BInventory Movements
- CCustomer service request and history
- DRecommended Tools and Parts
- EParts movement
- FBillable time and materials
- GParts locator
- HAssets
- IEntitlement/SLA information
- JRMA/Defective part details
36Which is not a common issue of the Close Serv. Request & Report Time step of the field service process? (select one)
- ATime and effort to fill out paperwork
- BTime to re-key the data
- CAccuracy of data
- DAbility to browse and locate replacement parts
- EObtaining customer signoff and approval of work completed
- FInvoice process uses multiple systems potentially comprising data integrity
37Typical Field Service Process (sort properly)
- AABCDEFG
- BFDCAGBE
- CFECGABD
38In order to define an organization’s CRM strategy it is necessary to analyze…
- AThe markets it operates in (regulatory environment, vertical, maturity…)
- BThe products it sells (virtual vs physical)
- CThe IT budget vs the total company revenue
- DThe Marketing budget vs the total company revenue
- EThe channels by which it reaches its customers
- FIts organizational characteristics in terms size, structure geography and politics
- GThe customers it has relationships with
39Marketing Effectiveness (find two errors)
- AMarketing Strategy: Develop effective pricing strategy.
Analyse customer data to design and execute profitable and relevant promotions - BMarketing Resource Management: Increase efficiency in marketing resource utilisation.
Plan, budget and track spend across all marketing efforts to measure ROI and gauge overall marketing performance. - CLead Management: Target and acquire valuable customers.
Use analytics to identify / qualify key prospects and enable efficient hand-off to sales and/or channel partners - DTrade Promotion Management: Maximise return on promotional spending.
Analyse customer data to design and execute profitable and relevant promotions - EPricing: Comprehensive strategy aligned with corporate objectives.
Marketing strategy focuses on effectively identifying, acquiring, and retaining customers in order to increase revenue and profitability - FProduct Innovation Lifecycle Management: Develop products / services based on customer feedback.
Develop new offerings and enhance existing products to bring value to the company and customers
- AMarketing Strategy: Develop effective pricing strategy.
40Closed Loop Marketing Overview (sort properly)
A. Generate Insights
B. Collect Response Data
C. Create Campaigns
D. Execute Campaign
E. Analyse Results- AC, D, B, E, A
- BA, E, B,C,D
- CA, B, C, D, E
41Campaign Management steps: Specify Objectives
- AWho do we want to communicate with? Where are they? What is the best way of locating them? Do we have their names and addresses?
- BIt includes selection of the media, definition of the timing, preparation of the advertising materials.
- CProduce enough “ response packs” to satisfy demand. Avoid keeping people waiting.
- DRun the advertisement or send the mailing.
- EFuture campaigns will be easier to plan, and more likely to succeed, if they are based on previous experiences.
- FObjectives have to be specific, measurable, achievable, realistic and timed.
- GWith existing customers sale or commitment may be achieved with one stage. But approaching new prospects may be more complicated. A first approach might be required. This is called a two stage marketing.
42Campaign Management steps: Define Stages
- AWho do we want to communicate with? Where are they? What is the best way of locating them? Do we have their names and addresses?
- BIt includes selection of the media, definition of the timing, preparation of the advertising materials.
- CProduce enough “ response packs” to satisfy demand. Avoid keeping people waiting.
- DRun the advertisement or send the mailing.
- EFuture campaigns will be easier to plan, and more likely to succeed, if they are based on previous experiences.
- FObjectives have to be specific, measurable, achievable, realistic and timed.
- GWith existing customers sale or commitment may be achieved with one stage. But approaching new prospects may be more complicated. A first approach might be required. This is called a two stage marketing.
43Campaign Management steps: Identify Target Audience
- AWho do we want to communicate with? Where are they? What is the best way of locating them? Do we have their names and addresses?
- BIt includes selection of the media, definition of the timing, preparation of the advertising materials.
- CProduce enough “ response packs” to satisfy demand. Avoid keeping people waiting.
- DRun the advertisement or send the mailing.
- EFuture campaigns will be easier to plan, and more likely to succeed, if they are based on previous experiences.
- FObjectives have to be specific, measurable, achievable, realistic and timed.
- GWith existing customers sale or commitment may be achieved with one stage. But approaching new prospects may be more complicated. A first approach might be required. This is called a two stage marketing.
44Campaign Management steps: Create Offerings
- AWho do we want to communicate with? Where are they? What is the best way of locating them? Do we have their names and addresses?
- BIt includes selection of the media, definition of the timing, preparation of the advertising materials.
- CProduce enough “ response packs” to satisfy demand. Avoid keeping people waiting.
- DRun the advertisement or send the mailing.
- EFuture campaigns will be easier to plan, and more likely to succeed, if they are based on previous experiences.
- FObjectives have to be specific, measurable, achievable, realistic and timed.
- GWith existing customers sale or commitment may be achieved with one stage. But approaching new prospects may be more complicated. A first approach might be required. This is called a two stage marketing.
45Campaign Management steps: Prepare to Handle Responses
- AWho do we want to communicate with? Where are they? What is the best way of locating them? Do we have their names and addresses?
- BIt includes selection of the media, definition of the timing, preparation of the advertising materials.
- CProduce enough “ response packs” to satisfy demand. Avoid keeping people waiting.
- DRun the advertisement or send the mailing.
- EFuture campaigns will be easier to plan, and more likely to succeed, if they are based on previous experiences.
- FObjectives have to be specific, measurable, achievable, realistic and timed.
- GWith existing customers sale or commitment may be achieved with one stage. But approaching new prospects may be more complicated. A first approach might be required. This is called a two stage marketing.
46Campaign Management steps: Deliver the Message
- AWho do we want to communicate with? Where are they? What is the best way of locating them? Do we have their names and addresses?
- BIt includes selection of the media, definition of the timing, preparation of the advertising materials.
- CProduce enough “ response packs” to satisfy demand. Avoid keeping people waiting.
- DRun the advertisement or send the mailing.
- EFuture campaigns will be easier to plan, and more likely to succeed, if they are based on previous experiences.
- FObjectives have to be specific, measurable, achievable, realistic and timed.
- GWith existing customers sale or commitment may be achieved with one stage. But approaching new prospects may be more complicated. A first approach might be required. This is called a two stage marketing.
47Campaign Management steps: Capture Responses
- AWho do we want to communicate with? Where are they? What is the best way of locating them? Do we have their names and addresses?
- BIt includes selection of the media, definition of the timing, preparation of the advertising materials.
- CProduce enough “ response packs” to satisfy demand. Avoid keeping people waiting.
- DRun the advertisement or send the mailing.
- EFuture campaigns will be easier to plan, and more likely to succeed, if they are based on previous experiences.
- FObjectives have to be specific, measurable, achievable, realistic and timed.
- GWith existing customers sale or commitment may be achieved with one stage. But approaching new prospects may be more complicated. A first approach might be required. This is called a two stage marketing.
48Management Information (MI) is
- AHistorical, current, and predictive views of business operations, most often using data that has been gathered from multiple parts of an organisation for analysis
- BA process and a set of tools used to aggregate data in particular ways to highlight trends and track near real time performance.
- CThe periodical creation of charts and tables of data for the purpose of extracting information
- DAnalysing detail data to unearth unsuspected or unknown relationships, patterns and associations that might be of value to the organisation.
- EData, tools and business rules used to adjust operations on a minute by minute basis for maximum efficiency
- FUse of statistical tools and methods to understand the influencing factors in the future decisions of customers
- GData, information and reports used for decision making
49Business Intelligence (BI) is
- AHistorical, current, and predictive views of business operations, most often using data that has been gathered from multiple parts of an organisation for analysis
- BA process and a set of tools used to aggregate data in particular ways to highlight trends and track near real time performance.
- CThe periodical creation of charts and tables of data for the purpose of extracting information
- DAnalysing detail data to unearth unsuspected or unknown relationships, patterns and associations that might be of value to the organisation.
- EData, tools and business rules used to adjust operations on a minute by minute basis for maximum efficiency
- FUse of statistical tools and methods to understand the influencing factors in the future decisions of customers
- GData, information and reports used for decision making
50Analytics is
- AHistorical, current, and predictive views of business operations, most often using data that has been gathered from multiple parts of an organisation for analysis
- BA process and a set of tools used to aggregate data in particular ways to highlight trends and track near real time performance.
- CThe periodical creation of charts and tables of data for the purpose of extracting information
- DAnalysing detail data to unearth unsuspected or unknown relationships, patterns and associations that might be of value to the organisation.
- EData, tools and business rules used to adjust operations on a minute by minute basis for maximum efficiency
- FUse of statistical tools and methods to understand the influencing factors in the future decisions of customers
- GData, information and reports used for decision making
51Data Mining
- AHistorical, current, and predictive views of business operations, most often using data that has been gathered from multiple parts of an organisation for analysis
- BA process and a set of tools used to aggregate data in particular ways to highlight trends and track near real time performance.
- CThe periodical creation of charts and tables of data for the purpose of extracting information
- DAnalysing detail data to unearth unsuspected or unknown relationships, patterns and associations that might be of value to the organisation.
- EData, tools and business rules used to adjust operations on a minute by minute basis for maximum efficiency
- FUse of statistical tools and methods to understand the influencing factors in the future decisions of customers
- GData, information and reports used for decision making
52Predictive Analysis is
- AHistorical, current, and predictive views of business operations, most often using data that has been gathered from multiple parts of an organisation for analysis
- BA process and a set of tools used to aggregate data in particular ways to highlight trends and track near real time performance.
- CThe periodical creation of charts and tables of data for the purpose of extracting information
- DAnalysing detail data to unearth unsuspected or unknown relationships, patterns and associations that might be of value to the organisation.
- EData, tools and business rules used to adjust operations on a minute by minute basis for maximum efficiency
- FUse of statistical tools and methods to understand the influencing factors in the future decisions of customers
- GData, information and reports used for decision making
53Reporting is
- AHistorical, current, and predictive views of business operations, most often using data that has been gathered from multiple parts of an organisation for analysis
- BA process and a set of tools used to aggregate data in particular ways to highlight trends and track near real time performance.
- CThe periodical creation of charts and tables of data for the purpose of extracting information
- DAnalysing detail data to unearth unsuspected or unknown relationships, patterns and associations that might be of value to the organisation.
- EData, tools and business rules used to adjust operations on a minute by minute basis for maximum efficiency
- FUse of statistical tools and methods to understand the influencing factors in the future decisions of customers
- GData, information and reports used for decision making
54WHAT IS THE RELATIONSHIP BETWEEN THE SCOPE OF CX AND UX?
- AA
- BB
- CC
- DD
- AA
55Values of Customer experience (select all that apply)
- AEnable better customer interactions
- BEnhance customer satisfaction
- CEnhance measures and KPIs
- DReduce brand risks
- EEnhance customer loyalty
- FIncrease revenue and sales
- GIncrease Call Center Agent Satisfaction
- HTake advantage of new technologies
- IRecognise Opportunities
- JImprove Supply Chain Operations
56Match description with the correct tool: JOURNEY MAP
- ASpecifies and details the service in question and all the interactions within that service. It is a visual schematic incorporating both the perspectives of the user, the service provider and other relevant parties. It details all the interactions between the parties, but also the ‘behind the scenes’ processes required to deliver the service.
- BSum total of the experience a user has before, during and after interacting with anything in the physical or virtual world. Although this may seem interchangeable with customer experience, user experience is typically more focused on supporting development of systems, user interfaces and websites to create a great experience through its use. User experience is about designing something that will leave the user in a positive or improved state by taking into account a range of user insights and using them to inform design decisions.
- CTool used to design and deliver a great user experience. It is a step by step walkthrough, either text or illustrated showing the steps a user (ideally using a persona) would take to complete a task on a system either new or existing. The user journey should take into account the channel, emotional state at each step, the users goals, context and indications of potential functionality at a high level.
- DIs based on a journey and overlays it with the visualisation of additional dimensions of the customers/users’ experience and emotions, touchpoints and sometimes the capabilities which underpin the delivery of the experience.
- EIt is a ‘pen portrait’ of a representative customer or user; or a representative of a segment or type of customer or user. The persona allows more specific insight from the customer or user journeys and experience mapping, and should consider the user / customer’s goals, motivations, personality, technical ability and other metrics which may be project specific.
- F“A diagram that illustrates the steps your customer(s) go through in engaging with your company, whether it be a product, an online experience, retail experience, or a service, or any combination” (Harvard Business Review, 2010).
57Match description with the correct tool: EXPERIENCE MAP
- ASpecifies and details the service in question and all the interactions within that service. It is a visual schematic incorporating both the perspectives of the user, the service provider and other relevant parties. It details all the interactions between the parties, but also the ‘behind the scenes’ processes required to deliver the service.
- BSum total of the experience a user has before, during and after interacting with anything in the physical or virtual world. Although this may seem interchangeable with customer experience, user experience is typically more focused on supporting development of systems, user interfaces and websites to create a great experience through its use. User experience is about designing something that will leave the user in a positive or improved state by taking into account a range of user insights and using them to inform design decisions.
- CTool used to design and deliver a great user experience. It is a step by step walkthrough, either text or illustrated showing the steps a user (ideally using a persona) would take to complete a task on a system either new or existing. The user journey should take into account the channel, emotional state at each step, the users goals, context and indications of potential functionality at a high level.
- DIs based on a journey and overlays it with the visualisation of additional dimensions of the customers/users’ experience and emotions, touchpoints and sometimes the capabilities which underpin the delivery of the experience.
- EIt is a ‘pen portrait’ of a representative customer or user; or a representative of a segment or type of customer or user. The persona allows more specific insight from the customer or user journeys and experience mapping, and should consider the user / customer’s goals, motivations, personality, technical ability and other metrics which may be project specific.
- F“A diagram that illustrates the steps your customer(s) go through in engaging with your company, whether it be a product, an online experience, retail experience, or a service, or any combination” (Harvard Business Review, 2010).
58Match description with the correct tool: USER EXPERIENCE
- ASpecifies and details the service in question and all the interactions within that service. It is a visual schematic incorporating both the perspectives of the user, the service provider and other relevant parties. It details all the interactions between the parties, but also the ‘behind the scenes’ processes required to deliver the service.
- BSum total of the experience a user has before, during and after interacting with anything in the physical or virtual world. Although this may seem interchangeable with customer experience, user experience is typically more focused on supporting development of systems, user interfaces and websites to create a great experience through its use. User experience is about designing something that will leave the user in a positive or improved state by taking into account a range of user insights and using them to inform design decisions.
- CTool used to design and deliver a great user experience. It is a step by step walkthrough, either text or illustrated showing the steps a user (ideally using a persona) would take to complete a task on a system either new or existing. The user journey should take into account the channel, emotional state at each step, the users goals, context and indications of potential functionality at a high level.
- DIs based on a journey and overlays it with the visualisation of additional dimensions of the customers/users’ experience and emotions, touchpoints and sometimes the capabilities which underpin the delivery of the experience.
- EIt is a ‘pen portrait’ of a representative customer or user; or a representative of a segment or type of customer or user. The persona allows more specific insight from the customer or user journeys and experience mapping, and should consider the user / customer’s goals, motivations, personality, technical ability and other metrics which may be project specific.
- F“A diagram that illustrates the steps your customer(s) go through in engaging with your company, whether it be a product, an online experience, retail experience, or a service, or any combination” (Harvard Business Review, 2010).
59Match description with the correct tool: USER JOURNEY
- ASpecifies and details the service in question and all the interactions within that service. It is a visual schematic incorporating both the perspectives of the user, the service provider and other relevant parties. It details all the interactions between the parties, but also the ‘behind the scenes’ processes required to deliver the service.
- BSum total of the experience a user has before, during and after interacting with anything in the physical or virtual world. Although this may seem interchangeable with customer experience, user experience is typically more focused on supporting development of systems, user interfaces and websites to create a great experience through its use. User experience is about designing something that will leave the user in a positive or improved state by taking into account a range of user insights and using them to inform design decisions.
- CTool used to design and deliver a great user experience. It is a step by step walkthrough, either text or illustrated showing the steps a user (ideally using a persona) would take to complete a task on a system either new or existing. The user journey should take into account the channel, emotional state at each step, the users goals, context and indications of potential functionality at a high level.
- DIs based on a journey and overlays it with the visualisation of additional dimensions of the customers/users’ experience and emotions, touchpoints and sometimes the capabilities which underpin the delivery of the experience.
- EIt is a ‘pen portrait’ of a representative customer or user; or a representative of a segment or type of customer or user. The persona allows more specific insight from the customer or user journeys and experience mapping, and should consider the user / customer’s goals, motivations, personality, technical ability and other metrics which may be project specific.
- F“A diagram that illustrates the steps your customer(s) go through in engaging with your company, whether it be a product, an online experience, retail experience, or a service, or any combination” (Harvard Business Review, 2010).
60Match description with the correct tool: SERVICE BLUEPRINTS
- ASpecifies and details the service in question and all the interactions within that service. It is a visual schematic incorporating both the perspectives of the user, the service provider and other relevant parties. It details all the interactions between the parties, but also the ‘behind the scenes’ processes required to deliver the service.
- BSum total of the experience a user has before, during and after interacting with anything in the physical or virtual world. Although this may seem interchangeable with customer experience, user experience is typically more focused on supporting development of systems, user interfaces and websites to create a great experience through its use. User experience is about designing something that will leave the user in a positive or improved state by taking into account a range of user insights and using them to inform design decisions.
- CTool used to design and deliver a great user experience. It is a step by step walkthrough, either text or illustrated showing the steps a user (ideally using a persona) would take to complete a task on a system either new or existing. The user journey should take into account the channel, emotional state at each step, the users goals, context and indications of potential functionality at a high level.
- DIs based on a journey and overlays it with the visualisation of additional dimensions of the customers/users’ experience and emotions, touchpoints and sometimes the capabilities which underpin the delivery of the experience.
- EIt is a ‘pen portrait’ of a representative customer or user; or a representative of a segment or type of customer or user. The persona allows more specific insight from the customer or user journeys and experience mapping, and should consider the user / customer’s goals, motivations, personality, technical ability and other metrics which may be project specific.
- F“A diagram that illustrates the steps your customer(s) go through in engaging with your company, whether it be a product, an online experience, retail experience, or a service, or any combination” (Harvard Business Review, 2010).
61Match description with the correct tool: PERSONAS
- ASpecifies and details the service in question and all the interactions within that service. It is a visual schematic incorporating both the perspectives of the user, the service provider and other relevant parties. It details all the interactions between the parties, but also the ‘behind the scenes’ processes required to deliver the service.
- BSum total of the experience a user has before, during and after interacting with anything in the physical or virtual world. Although this may seem interchangeable with customer experience, user experience is typically more focused on supporting development of systems, user interfaces and websites to create a great experience through its use. User experience is about designing something that will leave the user in a positive or improved state by taking into account a range of user insights and using them to inform design decisions.
- CTool used to design and deliver a great user experience. It is a step by step walkthrough, either text or illustrated showing the steps a user (ideally using a persona) would take to complete a task on a system either new or existing. The user journey should take into account the channel, emotional state at each step, the users goals, context and indications of potential functionality at a high level.
- DIs based on a journey and overlays it with the visualisation of additional dimensions of the customers/users’ experience and emotions, touchpoints and sometimes the capabilities which underpin the delivery of the experience.
- EIt is a ‘pen portrait’ of a representative customer or user; or a representative of a segment or type of customer or user. The persona allows more specific insight from the customer or user journeys and experience mapping, and should consider the user / customer’s goals, motivations, personality, technical ability and other metrics which may be project specific.
- F“A diagram that illustrates the steps your customer(s) go through in engaging with your company, whether it be a product, an online experience, retail experience, or a service, or any combination” (Harvard Business Review, 2010).
62Critical success factors - (Select all that apply)
- AProject length
- BThe role played by external consultants
- CThe right weight given to technologies
- DNew internal skills
- ENew responsibilities of employees relationships between business functions
- FChange in work processes that required cultural changes
- GRole played by business sponsors
- HCost of organisational and human resources
- ISteps in change process
- JTeam in charge of supervising the project
63Which are key factors enabling CRM opportunities for companies?
- AFrequency of interaction
- BNumber of customers
- CGeography
- DNumber of employees
- ENumber of shops
64In which industries are CRM systems playing a key role?
- ATelecommunication
- BFashion
- CFinancial institution
- DAutomotive
- EManufacturing
65Select the main types of costs associated when implementing a CRM system
- ATraining costs
- BMaintenance costs
- CIntegration costs
- DShipping costs
- ESoftware costs
- FResearch costs
- GSupplier costs
66What are the benefits of creating a loyal customers?
- ALoyal customers reduce costs
- BLoyal customers don’t care if your prices are the lowest
- CLoyal customers are sources of information
- DLoyal customers talk about your service
- ELoyal customers increase their spending
67Overview of benefits of CRM (match properly)
- AImprove brand reputation
- BIncrease revenue
- CStimulate innovation
- DReduce costs
68Overview of benefits of CRM (match properly)
- AImprove brand reputation
- BIncrease revenue
- CStimulate innovation
- DReduce costs
69Overview of benefits of CRM (match properly)
- AImprove brand reputation
- BIncrease revenue
- CStimulate innovation
- DReduce costs
70Overview of benefits of CRM (match properly)
- AImprove brand reputation
- BIncrease revenue
- CStimulate innovation
- DReduce costs
71Clients define the right combination of two or more of these approaches to achieve goals (match properly)
- AValue Based
- BCustomer Characteristics
- CTotal System
- DAttitudinal
- EDemographic and Behavioral
- FNeeds Based
72Clients define the right combination of two or more of these approaches to achieve goals (match properly)
- ACustomer Characteristics
- BDemographic and Behavioral
- CValue Based
- DNeeds Based
- EAttitudinal
- FTotal System
73Clients define the right combination of two or more of these approaches to achieve goals (match properly)
- ACustomer Characteristics
- BDemographic and Behavioral
- CValue Based
- DNeeds Based
- EAttitudinal
- FTotal System
74Clients define the right combination of two or more of these approaches to achieve goals (match properly)
- ACustomer Characteristics
- BDemographic and Behavioral
- CValue Based
- DNeeds Based
- EAttitudinal
- FTotal System
75Clients define the right combination of two or more of these approaches to achieve goals (match properly)
- ACustomer Characteristics
- BDemographic and Behavioral
- CValue Based
- DNeeds Based
- EAttitudinal
- FTotal System
76Clients define the right combination of two or more of these approaches to achieve goals (match properly)
- ACustomer Characteristics
- BDemographic and Behavioral
- CValue Based
- DNeeds Based
- EAttitudinal
- FTotal System
77Benefits from Customer life-stage adoption
- AAttraction
- BPersuasion
- CConversion
- DWelcome
- EGrow
- FConsolidation
- GWin-back
- HAt risk
- ILeaving
78Match properly the following retention strategies
- AProactively, voluntary, involuntary
- BReactively preventing voluntary churn
- CReactively preventing involuntary churn
79Example of Analytics Applications and Benefits (match definitions)
- AContact Center Analytics
- BCost Reduction
- CEnterprise Intelligence
- DSales Analytics
- EMarketing Analytics
- FMarketing Analytics
- GContact Center Analytics
- HCost Reduction
- IEnterprise Intelligence
- JSales Analytics
- KSales Analytics
- LMarketing Analytics
- MContact Center Analytics
- NCost Reduction
- OEnterprise Intelligence
- PEnterprise Intelligence
- QSales Analytics
- RMarketing Analytics
- SContact Center Analytics
- TCost Reduction
- UCost Reduction
- VEnterprise Intelligence
- WContact Center Analytics
- XSales Analytics
- YMarketing Analytics
80Process reference 1/2 (to be completed)
- AContact Managemen
- BTelemarketing Operator collects Customer
- CThe Customer is Assigned to a Sales Rep
- DAn opportunity is Assigned to a Salep Re
- EProspect/ Customer selection
- FOrder Submission
- GSales Rep presents the offer to the cust
- HOrder creation
- IContract Management
- JFullfilment activities execution
81SFA - application capability map (to be completed)
- AMaster Data Management
- BContact Management
- CActivity Management (Call, Email, SMS)
- DSales Team Management
- EActivity Management
- FOpportunity Management
- GAccess Control Management
- HAssign & Territory Mngmt
- IProduct Configuration
- JPricing Management
- KQuote & Order Configuration
- LDocument (Contract Management)
- MActivity Plan Management
- NAccount Management
82CRM Architecture
- AOperational CRM
- BAnalytical CRM
Information
- Description
- Quiz on DUI QUIZ , created by Madina Umirbekova on 21/01/2021.
- Author
- Madina Umirbekova
- Language
- English
- Views
- 120
- History
- Created on 21 Jan 2021 · updated on 25 Jan 2021
- Rating
- No ratings yet Rate this quiz