Introduction To CRM and Salesforce

What is CRM?

• Customer Relationship Management

• Centralized Resource Management

• Customer Revenue Management

• Company Relationship Marketing

What are the components of CRM?

• Sales automation, marketing automation, customer service and support, analytics and reporting

• Sales automation, marketing research, product development, financial analysis

• Advertising, public relations, sales promotion, personal selling

• Brand management, customer engagement, social media management, supply chain management

What is the history of CRM?

• CRM has been in use since the early 20th century

• CRM was first introduced in the 1960s by IBM

• CRM became popular in the 1980s with the rise of personal computers

• CRM has only been around since the advent of the internet in the 1990s

What are the objectives of CRM?

• To increase customer satisfaction, loyalty, and retention

• To decrease costs associated with customer acquisition and retention

• To increase cross-selling and upselling opportunities

• All of the above

What is Salesforce?

• A social media platform

• A cloud-based CRM software

• A project management tool

• A video conferencing software

Which of the following is NOT an advantage of cloud computing?

• Scalability

• Accessibility

• Cost-effectiveness

• High upfront investment

What is cloud-based CRM?

• A CRM system that is hosted on a company's local server

• A CRM system that is accessed through a web browser and hosted by a third-party provider

• A CRM system that is used exclusively by sales teams

• A CRM system that is only accessible through a mobile app

Which of the following is a feature of cloud-based CRM?

• On-premise hosting B. Limited scalability

• Automatic updates

• High upfront costs

• Automatic updates

What is cloud computing?

• The use of remote servers to store, manage and process data

• The use of local servers to store, manage and process data

• The use of external hard drives to store data

• The use of floppy disks to store data

What is an advantage of cloud computing?

• Increased security risks

• Higher cost of ownership

• Scalability

• Limited accessibility