Basic Customer Relationship Management MCQ

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

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

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

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4. All of the above

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

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6. E-business stands for

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7. 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.

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8. 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.

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

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

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11. CRM technology can help in

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12. 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.

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13. 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.

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

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

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

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

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18. The main drawback of CRM is

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

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20. CRM technology can help in

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

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22. What Are The CRM Technology Components?

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23. CRM is ________

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24. An example of C2C IS:

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25. C2C stands for

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26. B2G stands for

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27. B2C stands for

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28. B2B stands for

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29. CRM stands for

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30. 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.

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31. ________ 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.

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

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

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

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

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36. First step in analysis of customer value is to

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

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

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

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40. Advantage of CRM

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

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42. v

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

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44. Customer Relationship Management is about

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