
Understanding CRM Concepts and Practices
Authored by Srividhya Srividhya
Arts
University
Used 1+ times

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14 questions
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1.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What is the primary goal of strategic CRM planning?
Focusing solely on product development and innovation.
Minimizing customer feedback and engagement.
Reducing operational costs and increasing efficiency.
Enhancing customer relationships and driving business growth.
2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What distinguishes operational CRM from analytical CRM?
Operational CRM analyzes customer behavior; analytical CRM manages customer service.
Operational CRM focuses on data storage; analytical CRM manages customer relationships.
Operational CRM is about managing interactions; analytical CRM is about analyzing data.
Operational CRM is only for sales; analytical CRM is for marketing.
3.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
How does call center management relate to CRM?
Call center management uses CRM to improve customer interactions and service quality.
Call center management focuses solely on employee performance.
Call center management is unrelated to customer service.
CRM is only used for sales and marketing purposes.
4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What are the key responsibilities of a CRM manager?
Developing CRM strategies, analyzing customer data, overseeing CRM software, training staff, coordinating marketing campaigns.
Handling customer complaints
Conducting product development
Managing financial accounts
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
What role does customer segmentation play in CRM strategies?
Customer segmentation enhances CRM strategies by enabling targeted marketing and personalized customer interactions.
Customer segmentation complicates customer interactions.
Customer segmentation only benefits sales teams, not marketing.
Customer segmentation is irrelevant to CRM strategies.
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Describe a challenge faced during CRM tool integration.
User training difficulties causing delays in adoption.
High costs associated with CRM tool licensing.
Data migration issues leading to potential data loss or corruption.
Incompatibility with existing software systems.
7.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
How can CRM systems enhance customer service?
CRM systems enhance customer service by centralizing customer data, personalizing interactions, and improving communication.
CRM systems are primarily used for marketing campaigns.
CRM systems only track sales and do not affect customer service.
CRM systems reduce customer service costs by eliminating staff.
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