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WorksheetsMarketing Applications- CRM
Total questions: 20
Worksheet time: 10mins
Many people make the mistake of thinking that customer relationship management refers solely to
technology.
strategies.
processes
people
Which of the following is an example of a customer relationship management initiative:
A “frequent-shopper” program
New accounting software
Expansion of the product-development budget
A new bonus system for the sales staff
In the past, customer relationship management was used mainly as a way to
increase customer loyalty.
assist business decision making.
track customer information.
help employees perform more efficiently.
Customers tend to look at a business as a whole despite the number of __________ they experience.
complaints
feedback surveys
touch points
purchases
In the modern business world, a growing number of interactions between businesses and customers are taking place
online
over the phone
in stores
through the mail
Which of the following is no longer a consideration in customers’ buying decisions for many products:
customer service
quality
store location
price
Our economy has shifted from a service economy to a(n) __________ economy.
agricultural
experience
manufacturing
entertainment
A main goal of customer experience management is creating
innovative technology.
higher employee salaries.
new products.
word-of-mouth promotion.
The main difference between customer relationship management and customer experience management is that CRM focuses on
customers
the business itself.
product development
investors
Having clear customer relationship management goals before putting a program into place helps businesses to avoid
having unsatisfied customers
purchasing irrelevant technology.
spending any money.
having to lay off employees.
Which of the following types of information does a company need customer input to obtain:
dates of store visits
suggestions for new products
types of products purchased
amount of money spent
Which of the following is a common customer relationship management practice:
Developing new products
training employees
creating a marketing budget
managing a sales staff
Customer relationship management can help a business to identify its
best-selling products.
most talented employees.
financial strengths and weaknesses.
most valuable customers.
Which of the following is a benefit of customer relationship management:
A work force that does not commit errors
A decrease in customer advocacy
The opportunity to create targeted marketing campaigns
The ability to double the business’s profits
Customer relationship management increases sales and profits by increasing
prices
product quality
customer loyalty
competition
A business’s organizational structure can sometimes have a negative effect on customer relationship management because
the marketing department has the most power.
CEOs don’t like dealing with customers.
customers will only deal with one department.
different departments have different methods.
What component of customer relationship management often “makes or breaks” a business’s program?
processes
people
technology
strategies
When a business communicates customer-centric values and ideals to its employees on a consistent basis, it is developing its
corporate culture
technology
organizational structure
trademarks
A business improves its technology so it can better meet customer wants and needs. This results from a business activity known as
employee training.
organizational structuring.
amplified improvement.
business process management.
When a business evaluates its business processes to make them more efficient and effective, it can improve its relationships with customers. This process is called
employee training.
organizational structuring.
continuous improvement.
business process management.
