1) Account management includes a) customer inquiries  b) problem solving c) help line d) direct marketing e) maintenance reminders f) sales force management  2) Sales force automation includes a) sales force management b) direct marketing c) channel partner management d) data synchronization with mobile devices e) real-time data visibility f) customer inquiries 3) Business intelligence includes  a) quotation management b) data mining  c) event management d) decision support systems (DSS) e) determining customer segment value f) call center automation 4) Marketing automation a) media-based marketing b) use of customer databases to target customers c) maintenance reminders d) campaign management by customer type e) customer intelligence f) data extraction

Chapter 3 CRM Technology Tools

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