Quiz on Customer Relationship Management in E-commerce

What is the primary focus of e-commerce CRM (e-CRM)?

• Inventory management

• Product manufacturing processes

• Sales and customer experiences conducted online

• Customer service in physical stores

How does CRM improve customer experience?

• By providing personalized offers and recommendations

• By limiting customer interactions

• By reducing product variety

• By increasing product prices

Which of the following is a benefit of using CRM in e-commerce?

• Decreased customer engagement

• Higher product costs

• Better customer experience

• Increased manual data entry

What does customer segmentation in CRM allow businesses to do?

• Target specific groups with tailored offers

• Increase the number of products offered

• Reduce customer service interactions

• Eliminate the need for marketing

How does Sephora enhance customer experience using CRM?

• By reducing the number of products available

• By limiting customer feedback

• By using AI for personalized product recommendations

• By increasing wait times for customer service

What is a key feature of Sephora's loyalty program?

• Points earned for every purchase

• Fixed rewards for all customers

• No rewards for purchases

• Limited access to discounts

Which technology does Sephora use to improve personalization?

• In-store only promotions

• Manual customer surveys

• AI-powered product recommendations

• Virtual reality shopping

What is one suggested improvement for Sephora's customer service?

• Eliminating chatbots

• Implementing instant video consultations

• Limiting customer support hours

• Reducing customer data access