One key answer to the problem of finding and keeping customers—and turning their good will into sales—is having good customer relationship management (CRM). CRM"s goal is to create a cooperation among sales, marketing, and customer-service activities within an organization in order to obtain and retain customers. CRM on the Internet—e-CRM—uses Web technology to create such a cooperation. E-CRM means different things to different companies. Some enter e-CRM through traditional contact-management and sales-force automation software from such vendors as Gold Mine Software Corp. or Interact Commerce Corp. Many companies see e-CRM as a natural extension of their call centers. In an ideal system, historical information, such as customers" buying preferences, or circumstantial information, such as customer-contract volumes, can launch actions and data screens. Finally, companies with corporate enterprise resource planning (ERP) systems see e-CRM as a natural part of computer-facilitated management. You don"t need to begin on a grand scale; you can take small steps toward a comprehensive e-CRM system with experienced contact management companies such as Commence Corp. Gold Mine Software Corp., Interact Commerce Corp., and Multiactive Software. GoldMine 5.0 is aimed at teams of 1 to 50 users who want to track, refer, and act on telephone and e-mail contacts from customers. The users needn"t reside on a local network to coordinate an action. All each user needs is an IP address. Gold Mine Front Office offers templates for specific industries; these define roles and relationships and include rules for workflow processes. Similarly, Interact Commerce Corp. has a multi-layer product family, including ACT2000 and SalesLogix2000. Each can integrate the activities of sales, marketing, and support teams. Smaller organizations can also take advantage of the services of dot-com companies such as salesforce.com and UpShot.com, which focus primarily on sales-force automation. These companies will put your basic e-CRM services online for under $50 per user per month. On the downside, you don"t get much customization or integration. Some e-CRM companies have fewer options, and often concentrate on vertical markets. Janna Systems, for example, specializes in e-CRM solutions for the financial services industry. Some companies, such as eGain Communications Corp. and Talisma Corp. specialize in e-mail based CRM and offer both hosted and online services. Socrates Technologies Corp. takes the online ASP approach and offers the SalesLogix2000 suite on the Web along with other e-business applications.
单选题
In the opening paragraph, the author introduces his topic by
【正确答案】
C
【答案解析】解析：篇章结构题。文章首句"One key answer to the problem of finding and keeping customers—and turning their good will into sales—is having good customer relationship management(CRM)"便指出"良好的客户关系管理是解决寻找与保留客户，并且把他们的良好愿望转化为销售这个问题的关键"。这里作者提出了一个概念CRM，紧接着对这一概念进行阐释说明。显然作者是以对CRM这一术语进行解释说明的方法开篇布局。
单选题
Companies working on CRM aim at
【正确答案】
A
【答案解析】解析：事实细节题。文章首句指出"良好的客户关系管理是解决寻找与保留客户，并且把他们的良好愿望转化为销售这个问题的关键"。文章第二句"CRM"s goal is to create a cooperation among sales，marketing，and customer-service activities within an organization in order to obtain and retain customers"说明客户关系管理的目标是在企业的销售、市场和客户服务活动之间建立合作关系，从而获得并维持客户"。"得到并维持客户，进而促进销售"正是这两句的同义替换。
单选题
To which of the following statements would the author most likely agree?
【正确答案】
D
【答案解析】解析：事实细节题。由第三段最后两句"Similarly，Interact Commerce Corp．has a multi-layer product family，including ACT2000 and SalesLogix2000．Each can integrate the activities of sales，marketing， and support teams"可知ACT2000是Interact Commerce公司提供的多层产品套装(multi-layer product family)中的一种软件，具有整合销售、市场和客户支持的功能。"ACT2000是一种e-CRM软件，具有整合销售、市场及客户支持功能"正是对该段最后两句的总结归纳。
单选题
The phrase "On the downside"(Paragraph 4) denotes
【正确答案】
C
【答案解析】解析：语义理解题。第四段最后两句说"These companies will put your basic e-CRM services online for under $50 per user per month．On the downside，you don"t get much customization or integration"．这里前一句指出"这些公司在网上为你提供一些基本的e-CRM服务，每个月费用低于五十美元"。接下来后一句中指出"你不会获得很多用户化或整合性服务"。显然，第一句话指出了网上e-CRM服务的好处：费用低廉，而第二句则是其缺点：缺乏个性化或整合性。因此可以推出on the downside的含义为"不好的一面"。
单选题
We learn from the passage that dot-com companies