Customer Relationship Management MCQ Questions Answers

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

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

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

4. CRM process begins ________

5. All of the above

6. E-commerce involves the application of _____

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

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

9. E-business stands for

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

11. 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.

12. 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.

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

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

15. CRM technology can help in

16. 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.

17. 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.

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

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

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

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

22. The main drawback of CRM is

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

24. 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.

25. CRM technology can help in

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

27. What Are The CRM Technology Components?

28. CRM is ________

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

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

31. An example of C2C IS:

32. C2C stands for

33. B2G stands for

34. B2C stands for

35. B2B stands for

36. CRM stands for

37. 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.

38. ________ 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.

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

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

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

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

43. First step in analysis of customer value is to

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

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

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

47. The main drawback of CRM is

48. Advantage of CRM

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

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

51. v

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

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

54. Customer Relationship Management is about