APICS Certified Supply Chain Professional (CSCP) — Question 153

Which of the following components of customer relationship management (CRM) system enables a company to more effectively manage its existing accounts, prospect for new customers, and track the impact of pricing, promotions and forecasts?

Answer options

Correct answer: D

Explanation

Sales force automation (SFA) is the correct answer as it specifically provides tools to manage customer interactions, sales tracking, and performance analytics. Market segmentation and customer segmentation are related to identifying customer groups but do not directly manage accounts or sales processes. Customer service automation focuses on improving service delivery rather than managing sales activities.