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CRM Quiz
CRM Quiz
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Customer Relationship Management Quiz
Flashcards
30 cards
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Practice quiz
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Host live
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Questions
30
Answers
1
Which of these processes does CRM do?
Decompile Information about Customers.
Compile knowledge from/to customers
Compile information about staff
Compile information about insurance costs.
2
What is not the findings of the research?
great deal of knowledge about the customer is learned by ORG
CRM analytical strongly support ORG combination processes
CRM model created earlier is confirmed by the research
Better profit gain by using CRM in ORG processes
3
How can the company respond to its worst customers from their CRM model?
Blacklist customers from their stores if they reduce profit
Tolerate bad customer behavior
Change the model and not give in easily to customers
Understand their role in shaping relationships
4
Implementing a CRM is simple
Fact
Myth
5
What does the database within CRM help with?
Helps to advertise the market.
Helps present the plan.
Helps present unified face to customers.
6
Identify which CRM solutions is offered as a cloud SaaS
Coruscant
Zeitegist
Salesforce
Prometheus
7
When is she married?
3rd September 2016
what this got to do with the paper?
5th September 2016
9th September 2001
8
Name the current leader of CRM application provider?
Zoho CRM
Sugar CRM
Microsoft Dynamics CRM
Salesforce
9
By embracing CRM solutions, how can we increase customer retention and attract new ones?
Improve membership experience
Improve loyalty program
Segment breaks
Personalised attention to customers
10
Hypothetically, why might you be hesitant to implement CRM for your company?
All of the above
Increase in resources
Benefits may not be immediately received
Not enough capacity
11
Where in CRM knowledge creation process, tacit knowledge is converted to explicit knowledge?
Socialisation
Combination
Externalisation
Internalisation
12
CRM is a method, not just a software
Myth
Fact
13
What are the advantages of customer relationships?
i don't get it!
Quality improvement, create a competitive advantage
Customer's buying preferences, effectiveness of promotions
Customer satisfaction, greater revenue
14
What should companies do to manage more profitable relationships with customers?
Shift resources away from less profitable customers
Managers should only serve their most profitable customers
Build “best friendships” with them
Know the types of relationships in their customer portfolios
15
Name 3 category of CRM
Collaborative
Customer service
Analytical
Operational
16
What does CRM stand for?
Clarified Rational Management
Classified Rhombus Mango
Customer Relationship Management
Cheap Retailed Moose
17
Give the presenter full marks on the review in moodle?
Yes
Yes, definitely
Yes
of course
18
Which terms belong to the categories of customer data?
Not fair, it is not in the slide!
Personal data, CRM, transaction history
Sales, personal data and transaction history
Personal data, transaction history, feedback from surveys
19
What is the goal of customer relationship management?
I don't know
Increasing customer retention and loyalty
Increasing profit
Managing marketing and advertising, sales, customer service
20
What is not from the sector of organisation this researched is based?
Health
Military
Financial
Education
21
What has important implications for the economic performance of a CRM?
Customer Behavior
Customer satisfaction
Multi-channel Integration
Quality of CRM software
22
Who have double degree from MIT?
Firdaus Md Din
F. Khodakarami
Albert Einstein
Yolande E. Chan
23
If a company doesn’t invest enough in CRM, which element will cost the most to regain CR again?
Sales
Product development
Marketing
Product quality
24
Which categories help to create better relationships with customers?
Product development, market research, quality control
Great tools, great staff
Product development, transaction history, sales
Click stream data web, market research, product development
25
Gartner forecast CRM will be worth?
$36.5
RM 30.25
RM 2.6B
$95B
26
Which one of these is a feature of CRM? (Part 1)
Camel Trading
Marketing Automation
Sales Figures
Advertising
27
Which one of these is a feature of CRM? (Part 2)
Geolocation Technology
Sales Force
Insurance Claims
System Restore Utilities
28
How many organisation is this researched is based?
5
12
11
3
29
What is the key benefits when we implement CRM?
Real-time analyze
Integrated information on Customers
Long-term retention of selected customers
Micro-segmentation of markets
30
How not to build stronger relationship with customers?
Understand how an experience feels from a customer’s view
Developing insights that are specific to purchases
Pay attention to contextual clues
Ignore customers' opinions
