CRM Unit 1 Quiz

What is CRM ?

• Consumer Relationship Management

• Customer Relations Management

• Customer Relationship Management

• Consumer Relations Management

Customer Relationship is the development of a connection between a company and external customers only.

• True

• False

Which of the following is NOT a purpose of CRM.

• Understanding Customers

• Improve Supplier Satisfaction

• Expand Customer Base

• Improve Workforce Productivity

CRM primarily works on how many frameworks?

• 1

• 2

• 3

• 4

_______CRM is about the automation of business processes to build relationships with customers.

• Operational

• Analytical

• Collaborative

• Intentional

Which of the following is an example of Analytical CRM ?

• Automation

• Customer Loyalty

• Pattern Recognition

• Sharing Information

Sharon is working as a waitress in a restaurant. Mrs Adele Wong is one of her regular customers. Occasionally, she will bring her husband, Mr John Wong and her cousin Ms Rachel Lee to the restaurant for meals. Ms Cathy Tan, the Restaurant Manager always serves them personally. Sharon’s internal customer is

• Cathy Tan

• John Wong

• Rachel Lee

• Adele Wong

Which of the following is NOT a trend and development of CRM ?

• Data mining will gain prominence

• CRM will get more complexed

• CRM will boost relationships

• CRM adoption will increase

What is the advantage of a cloud-based CRM ?

• limited access

• complexed usage

• low security levels

• affordable product

What is the four stages of customer lifecycle?

• Customer identification, attraction, retention, development.

• Customer identification, attention, retention, development.

• Customer verification, acquisition, retention, development.

• Supplier identification, attraction, retention, development.