SYBBI - CRM - Unit 1

____________ CRM provides support to front office business process

• Operational

• Analytical

• Collaborative

• Consistent

The first step in the CRM process is to construct a customer __________.

• Database

• Trust

• Base

• Identity

Relationship marketing focuses on customer ___________.

• Acquisition

• Regression

• Diversification

• Retention

_________ is the utilization of two or more brands to name a new product.

• Co-branding

• Personalization

• Affiliation

• One to one marketing

__________ type of customer is driven by value and makes impulsive purchases.

• Content streamer

• Savvy maximiser

• Undaunted driver

• Secure traditionalists

The _________ is a qualitative method of measuring the effectiveness of relationship marketing strategies.

• ROI

• Advisory panel

• CLV

• Profit per customer

__________ type of customers stands out as being the most trend oriented and product focused.

• Content streamer

• Savvy maximiser

• Undaunted striver

• Secure traditionalists

Customer is _______ than customer retention.

• Cheap

• Costly

• Appropriate

• Easy

___________ CRM uses data mining techniques in customer databases.

• Operational

• Analytical

• Collaborative

• Campaign management

The concept of CRM was introduced in the year ________.

• 1990

• 1992

• 1995

• 1997