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Customer Relationship Management 2023

Authored by Oh Heng

Social Studies, Professional Development

University

Used 18+ times

Customer Relationship Management 2023
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30 questions

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1.

MULTIPLE CHOICE QUESTION

3 mins • 5 pts

Which one of the following is a type of difficult customer in CRM?

Angry

Indecisive

Satisfied

Confused

2.

MULTIPLE SELECT QUESTION

45 sec • 5 pts

The TWO purposes of Customer Relationship Management are

Enhance business sales

Improve workforce productivity

Improve HR processes

Develop CRM administration

3.

MULTIPLE SELECT QUESTION

45 sec • 1 pt

CRM primarily works on two frameworks which are

Salesforce and Excel

operational and system

operational and analytical.

Salesforce and analytical.

4.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Which of the following is a correct statment?

A customer relationship is the development of an ongoing connection between a company and only its supplier.

An internal customer is someone who uses and pays for the company's products or services but is not part of the organisation. For example, in a retail store, an external customer is an individual who enters the store and buys the product.

Analytical frameworks are concerned with the automation of business processes to build long-term, profitable relationships with specific customers.

Operational frameworks are concerned with the automation of business processes to build long-term, profitable relationships with specific customers.

5.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

One Key Requirements For A CRM Role is

Handle good customers differently

Retain ALL customers 

Increase value for your customers and of your customers 

Present multi face to the customers to make their experience with your organisation seamless 

6.

FILL IN THE BLANK QUESTION

1 min • 5 pts

ONE potential career path in the CRM industry is _______

7.

FILL IN THE BLANK QUESTION

1 min • 1 pt

First step of Customer Lifecycle is _______

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