General Customer Relationship Management MCQs

1. Customer Relationship Management is about

2. Process of manage information about customers to maximize loyalty is said to be

3. Customers lifetime purchases that generate net present value of future profit streams is called

4. v

5. Number of customers or potential customers who will help in company's growth is classified as

6. Any occasion on which brand or product is encountered by end customers is called

7. Advantage of CRM

8. The main drawback of CRM is

9. Record which is based on business customers past purchases, sales price and volumes is classified as

10. . Customized products and services for customers and interaction to individual customers are part of

11. . Company's monetary, time and energy cost, all are included in

12. First step in analysis of customer value is to

13. Difference between customers evaluation including all costs incurred and benefits is called

14. The marketing messages committed to customers wishes is a part of

15. . The method used to assess real cost of providing services to an individual customer is

16. _______is any occasion on which the brand or product is used by end customers.

17. ________ is the study of how individuals, groups and organizations select, buy, use and dispose of goods, services, ideas or experiences to satisfy their needs and wants.

18. This is the processing of data about customers and their relationship with the enterprise in order to improve the enterprise’s future sales and service and lower cost.

19. CRM stands for

20. B2B stands for

21. B2C stands for

22. B2G stands for

23. C2C stands for

24. An example of C2C IS:

25. Which of the following strategies is suited to the Old Economy?

26. Which of the following strategies is suited to the New Economy?

27. CRM is ________

28. What Are The CRM Technology Components?

29. What is the last stage of the consumer decision process?

30. CRM technology can help in

31. A _________ is an organized collection of detailed information about individual customers or prospects that is accessible, actionable and current for marketing purposes such as lead generation and others.

32. _______uses sophisticated mathematical and statistical techniques such as neutral networking and cluster analysis.

33. The main drawback of CRM is

34. In buyer decision process, percentage of potential customers in a given target market is called

35. In buyer decision process, percentage of potential customers in a given target market is called

36. . In buyer decision process, percentage of potential customers in a given target market is called

37. This is a central point in an enterprise from which all customer contacts are managed.

38. This is the practice of dividing a customer base into groups of individuals that are similar in specific ways relevant to marketing, such as age, gender, interests, spending habits, and so on.

39. This is the practice of dividing a customer base into groups of individuals that are similar in specific ways relevant to marketing, such as age, gender, interests, spending habits, and so on.

40. CRM technology can help in

41. The type of website that engages consumers in interactions that will move them closer to a direct purchase is known as a ______________ website.

42. When preparing a website, designers should ensure that the site enables user-to-user communication. This design feature is known as __________________.

43. This is a broad category of applications and technologies for gathering, storing, analyzing, and providing access to data to help enterprise users make better business decisions.

44. This is a systematic approach to the gathering, consolidation, and processing of consumer data (both for customers and potential customers) that is maintained in a company’s databases.

45. A well-built e-business infrastructure is a combination of.

46. E-business stands for

47. Customers being able to buy products and services on the Internet is a result of _____

48. One of the major problem for e-business growth is

49. E-commerce involves the application of _____

50. All of the above

51. CRM process begins ________

52. ______ is networks that connect people within a company to each other and to the company network

53. A customer who is both loyal and profitable is referred to as a ________.

54. Companies that successfully practice customer relationship management measure success by ________.