Introduction to crm

Which of the following best defines CRM?

• A software used to manage customer data

• A business strategy focused on building customer relationships

• A sales technique for closing deals

• A marketing campaign to attract new customers

From an IT perspective, CRM primarily involves:

• Setting sales targets

• Managing customer interactions

• Developing marketing strategies

• The systems and software used to manage customer data

Managers use CRM to:

• Design the CRM software

• Improving product features

• Develop IT infrastructure

• Making strategic decisions based on customer data

Which of the following is NOT one of the three forms of CRM?

• Operational CRM

• Analytical CRM

• Strategic CRM

• Social CRM

Strategic CRM focuses on:

• Analyzing past customer behavior

• Aligning CRM strategy with business goals

• Providing customer service

• Automating sales processes

Operational CRM deals with:

• Managing customer data for analysis

• Setting CRM objectives

• Day-to-day customer interactions and processes

• Conducting market research

Analytical CRM involves:

• Automating customer service

• Managing sales leads

• Analyzing customer data to gain insights

• Direct sales interaction

Where does Social CRM Fit?

• Automating email marketing campaigns

• Storing customer contact information

• Engaging with customers on social media platforms

• Managing internal customer data

Which of the following is a key aspect of strategic CRM?

• Customer-centricity

• Sales force automation

• Data mining

• Campaign management

A common misunderstanding about CRM is that it is only about:

• Customer complaints management

• Data analysis

• Personalizing customer experiences

• loyalty programs