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. CRM process begins ________

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5. All of the above

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6. E-commerce involves the application of _____

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

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

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9. E-business stands for

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

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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.

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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.

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13. 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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14. 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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15. CRM technology can help in

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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.

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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.

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

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

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

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

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22. The main drawback of CRM is

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

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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.

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25. CRM technology can help in

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

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27. What Are The CRM Technology Components?

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28. CRM is ________

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

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

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31. An example of C2C IS:

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32. C2C stands for

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33. B2G stands for

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34. B2C stands for

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35. B2B stands for

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36. CRM stands for

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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.

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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.

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

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

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

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

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43. First step in analysis of customer value is to

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

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

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

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47. The main drawback of CRM is

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48. Advantage of CRM

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

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

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51. v

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

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

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54. Customer Relationship Management is about

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