Customer Relationship Management Quiz

What is the main focus of CRM implementation according to the text?

• Financial management

• Marketing strategies

• People, process, and systems

• Technology only

Which type of CRM deals with the interaction points between the organization and the customer?

• Collaborative CRM

• Analytical CRM

• Operational CRM

• Business Strategy CRM

What is the purpose of Campaign Management in CRM?

• To improve customer satisfaction

• To organize and prioritize contacts with prospective customers

• To generate potential clients for the organization

• To provide ongoing support for the client

Which component of CRM focuses on statistical and demographic analysis?

• Market Research

• Sales Force Automation

• Data Mining and Analytics

• Customer Service Support

What is the key functionality of Sales Force Automation (SFA) in CRM?

• To automate sales lead distribution and tracking

• To improve customer loyalty

• To optimize the duration and intensity of relationships with customers

• To provide support for preparing marketing budgets

What is the main goal of Loyalty Management in CRM?

• To optimize the duration and intensity of relationships with customers

• To develop a marketing profile of every customer

• To organize and prioritize contacts with prospective customers

• To consolidate, analyze, and share customer information

Which CRM vendor is suitable for Large Enterprises according to the text?

• Onyx

• Servicesoft

• Siebel

• Goldmine

What is the architecture typically followed by CRM systems?

• Centralized architecture

• Distributed architecture

• Client-Server architecture

• Peer-to-Peer architecture

What is the implication for management regarding CRM implementation?

• CRM should be implemented as a single system

• CRM is a strategic business solution

• CRM is a technical solution only

• CRM systems come in off-the-shelf solutions

What is the main focus of CRM Life Cycle according to the text?

• Information technology

• People, procedures, company philosophy, and culture

• Functional requirements

• Corporate CRM goals