MODULE 2

What is the main objective of CRM Marketing Initiatives?

• Maximize customer loyalty and retention

• Ignore customer needs

• Increase customer complaints

• Reduce customer satisfaction

Answer explanation

The main objective of CRM Marketing Initiatives is to maximize customer loyalty and retention, not to ignore customer needs, increase customer complaints, or reduce customer satisfaction.

What is the difference between Cross-Selling and Up-Selling?

• Cross-Selling is for new customers, while Up-Selling is for existing customers

• Cross-Selling is selling additional products, while Up-Selling is selling a higher version of the product

• Cross-Selling is giving discounts, while Up-Selling is offering premium products

• Cross-Selling is selling a higher version of the product, while Up-Selling is selling additional products

Why is Customer Retention important for businesses?

• To ignore customer feedback

• To retain customers and increase revenue

• To reduce revenue

• To increase customer complaints

Answer explanation

Customer Retention is important for businesses to retain customers and increase revenue, leading to long-term success and growth.

What is the goal of Channel Optimization?

• To offer no message to any customer

• To offer the right message to the right customer at the right time through the right channel

• To offer the right message to the wrong customer

• To offer the wrong message to the right customer

Answer explanation

The goal of Channel Optimization is to offer the right message to the right customer at the right time through the right channel.

What is Personalization in the context of CRM?

• Using outdated customer data

• Providing generic information to all customers

• Tailoring a service or product to accommodate the needs of specific individuals

• Ignoring customer preferences

Answer explanation

Personalization in the context of CRM involves tailoring a service or product to accommodate the needs of specific individuals.

What is Event-Based Marketing also known as?

• Random Marketing

• Time-Insensitive Marketing

• Trigger-Based Marketing

• Customer-Neutral Marketing

Answer explanation

Event-Based Marketing is also known as Trigger-Based Marketing, where marketing activities are triggered by specific events or interactions.

What is the purpose of Call Routing in a call centre?

• To confuse customers

• To route customer calls to the first available operator

• To reduce operator availability

• To increase customer wait time

Answer explanation

To route customer calls to the first available operator

Why are people considered the most critical asset in a call centre?

• Because they deliver the business performance

• Because they decrease call volume

• Because they increase customer satisfaction

• Because they are not important

Answer explanation

People are considered the most critical asset in a call centre because they deliver the business performance, which is essential for the success and effectiveness of the call centre operations.

What is the purpose of Collaborative Filtering in data analysis?

• To perform multidimensional analysis

• To collect and submit data to authorities

• To make automatic predictions about user interests

• To track the pages visited by visitors

Answer explanation

The purpose of Collaborative Filtering in data analysis is to make automatic predictions about user interests.

What is the main concern of Workforce Management?

• Forecasting the workload and scheduling agents

• Analyzing customer behavior

• Managing customer data

• Improving customer satisfaction

Answer explanation

The main concern of Workforce Management is forecasting the workload and scheduling agents, ensuring efficient allocation of resources.