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CRM Unit 1 PT 1
CRM Unit 1 PT 1
According to _______, “CRM is a business strategy designed to optimize profitability, revenue and
customer satisfaction”.
A. PWC Consulting
B. Gartner
C. Starky
D. Reichheld
ANSWER : B
A. PWC Consulting
B. Gartner
C. Starky
D. Reichheld
ANSWER : A
3.________ CRM is a core customer centric business strategy aims at winning and keeping profitable
customers
A. Strategic
B. Operational
C. Analytical
D. Collaborative
ANSWER : A
4. _______ CRM focuses on the automation of customer facing processes such as selling, marketing
and customer service
A. Strategic
B. Operational
C. Analytical
D. Collaborative
ANSWER : B
5. ________ CRM focuses on the intelligent mining of customer related data for strategical or tactical
purposes
A. Strategic
B. Operational
C. Analytical
D. Collaborative
ANSWER : C
6. ________ CRM applies technology across organizational boundaries with a view to optimizing
company, partner and customer value
A. Strategic
B. Operational
C. Analytical
D. Collaborative
ANSWER : D
A. Product oriented
B. Production oriented
C. Sales oriented
D. All the above
ANSWER : D
ANSWER : C
A. Strategic
B. Operational
C. Analytical
D. Functional
ANSWER : D
A. Strategic
B. Operational
C. Analytical
D. Functional
ANSWER : A
11. Relationship management is a strategy employed by an organization in which a _______ level of
engagement is maintained between the organization and its audience.
A. Required
B. Continuous
C. Both A and B
D. None of the above
ANSWER : B
A. First
B. Second
C. Third
D. Fourth
ANSWER : C
A. First
B. Second
C. Third
D. Fourth
ANSWER : A
A. First
B. Second
C. Third
D. Fourth
ANSWER : B
A. Market segmentation
B. Campaign management
C. Both A and B
D. None of the above
ANSWER : D
16.Which of the following belongs to Sale force automation
A. Account Management
B. Lead management
C. Both A and B
D. None of the above
ANSWER : C
A. Market segmentation
B. Campaign management
C. Both A and B
D. None of the above
ANSWER : D
A. Service Automation
B. Sales force automation
C. Communication Automation
D. Marketing Automation
ANSWER : A
A. Service Automation
B. Sales force automation
C. Communication Automation
D. Marketing Automation
ANSWER : B
A. Service Automation
B. Sales force automation
C. Communication Automation
D. Marketing Automation
ANSWER : D
ANSWER : D
A. Service Automation
B. Sales force automation
C. Communication Automation
D. Marketing Automation
ANSWER : B
A. Pipeline management
B. Contract management
C. Market segmentation
D. Product configuration
ANSWER : C
ANSWER : C
25.Relationship management aims to create a partnership between the __________ and its
_________ rather than consider relationship merely transactional.
A. Wholesaler, Retailer
B. Seller, Retailer
C. Organisation , audience
D. Organisation , Retailer
ANSWER : C