CRM Quiz

What does CRM stand for?

• Customer Review Management

• Customer Relationship Management

• Corporate Relationship Management

• Client Retention Management

According to one definition, CRM is used to manage customer relationships in an organized way by utilizing:

• Hardware and social media platforms

• Software and internet capabilities

• Financial reports and metrics

• Offline marketing strategies

• All of above

Which aspect of CRM involves managing interactions such as prospecting, sales, and service?

• Product Development

• Market Analysis

• Customer Support

• Customer Relationship Management

• (B) & (C) only

Which of the following is a primary goal of CRM?

• To reduce marketing costs

• To improve long-term growth and profitability through better customer understanding

• To increase production efficiency

• To manage internal employee relationships

• None of the above

CRM applications attempt to provide insight into and improve the company/customer relationship by:

• Simplifying product offerings

• Combining all views of customer interaction into one picture

• Reducing customer contact points

• Focusing solely on post-sales activities

• All of the above are true

CRM helps organizations maximize the value of every customer interaction by:

• Reducing the number of customer service representatives

• Automating all customer interactions

• Managing and coordinating interactions across multiple channels, departments, lines of business, and geographies

• Limiting customer interactions to a single department

In CRM, what is the primary focus of the call center, sales force, marketing, technical support, and field service activities?

• Product innovation

• Reducing costs

• Improving customer satisfaction and retention

• Increasing market share

• None of the above

What does the term "customer life cycle" or "customer journey" refer to in the context of CRM?

• The stages of product development

• The stages of a customer's relationship with a supplier

• The stages of employee training

• The stages of financial planning

What underpins strategic CRM decisions?

• High-quality customer-related data

• Employee satisfaction surveys

• Market trends and analysis

• Financial performance reports

What is the significance of high-quality customer-related data in operational CRM decisions?

• It helps determine the company's mission statement

• It ensures better customer interactions and campaign effectiveness.

• It reduces product development time

• It focuses on employee training