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CRM cuoi ki

Authored by Trâm Nguyễn Ngọc Khánh

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CRM cuoi ki
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60 questions

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1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

  1. ….. is a core customer-centric business strategy that aims at winning and keeping profitable customers.

  1. Automation CRM

  1. Operational CRM

Analytical CRM

Strategic CRM

2.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

  1. …. businesses make the assumption that if they invest enough in advertising, selling, public relations (PR) and sales promotion, customer will be persuaded to buy

Product-oriented

  1. Sales-oriented

  1. Production-oriented

Marketing-oriented

3.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

  1. According to Dwyer, Schurr& Oh's model of relationship change, the stage …… means investigation and testing during which the parties explore each other's capabilities and performance.

  1. Exploration

Awareness

Expansion

Commitment

4.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Reduced customer churn creates………..

  1. Less average customer tenure

Increased marketing costs to replace defected customers

  1. A larger customer base

  1. Less cross-selling opportunities

5.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

  1. In the customer journey, ………. is the customer who generates additional referral dollars through positive word - of - mouth

Suspect

Advocate

  1. Prospect

Repeat customer

6.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

  1. There are four causes of profit margin growth over time. Which one is NOT the cause of profit margin growth overtime?

  1. Revenues grow

Cost - to serve is lower

  1. Higher price are paid

Customer experience is lower

7.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

  1. When a couple has their first child, they have a completely new set of needs connected to the growth and nurturing of their child. This includes baby clothes, food and toys. As the child grows, the parents are faced with additional decisions, such as pre-school and elementary education. What type of new customer are they?

New-to-category customers

  1. New-to-company

  1. New potential customer

New lead

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