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WorksheetsCRS Quiz 1
Total questions: 10
Worksheet time: 5mins
A Customer Relationship Management helps companies to achieve the following EXCEPT
to retain their employees.
to improve profitability.
to streamline processes.
to stay connected with customers.
The purposes of Customer Relationship Management are as follows EXCEPT
to expand customer base.
to enhance business sales.
to improve workforce productivity.
to maintain all the products offered to customers.
An external customer is any member of the organisation who relies assistance from another to fulfil his job duties.
True
False
Which of the following is NOT an impact of CRM on an organisation's goal.
Increasing sales and profit.
Increasing work processes.
Enhancing lifetime value of customers.
Retaining existing customers.
Which are the three areas that CRM is generally practised?
Strategy, process and technology.
Analytical, process and technology.
Strategy, production and technology.
Analytical, operational and technology.
The FOUR common modules of a CRM system are
Marketing, Sales, Service and Finance.
Marketing, Sales, Order and Support.
Marketing, Sales, Service and Human Resource.
increase the revenue received from current customers.
Adoption of CRM service attitude amongst employees includes the following EXCEPT for
Awareness and knowledge.
Buy-in acceptance.
Compliance.
Ownership.
'Revise policies to include CRM' is one of the steps an organisation takes to develop a CRM culture.
True
False
CRM can be used to do the following EXCEPT
close more deals.
decrease sales.
suggestive selling.
improve forecast accuracy.
A Human Resource Officer is an example of an external customer of an organisation.
True
False
