Certified Supply Chain Professional (CSCP) Practice Exam

Which of the following is a component of operations CRM?

1. Sales forecasting

2. Web portals and customer service

3. Product pricing strategy

4. Market trend analysis

The correct answer is: Web portals and customer service

In the context of operations CRM (Customer Relationship Management), the focus is primarily on managing and optimizing the interactions and experiences that customers have with the company, particularly regarding service delivery and support. Web portals and customer service functionalities are central to this framework, as they facilitate direct communication and manage customer inquiries effectively. Web portals enable customers to access information, submit requests, and engage with the company's services directly, enhancing the overall customer experience. Customer service components allow for tracking service requests, managing customer support interactions, and ensuring that customers receive timely and satisfactory responses to their issues. Thus, this choice embodies the operational aspect of CRM, which is about streamlining interactions and improving service efficiency. Other options such as sales forecasting, product pricing strategy, and market trend analysis, while important in a broader business context, do not specifically align with the operational aspects of CRM. Sales forecasting relates more to predictive analytics in sales management, product pricing strategy deals with strategic positioning and value propositions, and market trend analysis focuses on understanding broader market dynamics rather than direct customer interactions.