Certified Supply Chain Professional (CSCP) Practice Exam

Which CRM component is concerned with forecasting and design processes?

1. Operations CRM

2. Analytical CRM

3. Collaborative CRM

4. Service CRM

The correct answer is: Collaborative CRM

The option that pertains to forecasting and design processes in the context of CRM (Customer Relationship Management) is Analytical CRM. Analytical CRM focuses on analyzing customer data and using that information for strategic planning, which includes forecasting demand and designing effective processes based on customer preferences and behaviors. This component uses data mining and statistical analysis to provide insights that help organizations understand trends, identify opportunities, and improve decision-making processes. On the other hand, Operations CRM is primarily concerned with the day-to-day operations and management of customer interactions, focusing on sales automation, customer service, and support. Collaborative CRM emphasizes communication and collaboration across different departments and with customers to enhance customer experience. Service CRM, meanwhile, focuses specifically on managing and improving customer service interactions and support. These components play important roles but do not mainly address forecasting and design processes in the way that Analytical CRM does.