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WorksheetsCustomer Relationship Management
Total questions: 14
Worksheet time: 8mins
In CRM "C" Stands for
Consumer
Select the correct component of CRM.
Marketing Automation
Customer Service Automation
Inventory Control
Salesforce Automation
´___________________is business jargon for any encounter where customers and business engage to exchange information, provide service, or handle transactions.
B2B communication
Customer Touch point
"Search | Landing Page | Blogs | Newsletter" are the example of .................. .
Physical Touch-points
Digital Touch-points
Both of these
None of these
Store, Call Centre and Website are the touch-points used in the process of..............................................
Awareness
Consideration
Purchase
Loyalty
Which of the following CRM process is connected with customer retention?
Aquire lead
converting leads into customer
Provide quality customer support
Drive upsell
eCRM processes includes data collection, ....................... and customer interaction.
data analytics
data aggregation
data agreement
data average
Which one is NOT a functional components of CRM
Marketing automation
Sales automation
Customer retention automation
Customer service automation
How many phases are their in CRM Cycle?
2
3
4
5
Write down the missing element in 4 Cs of CRM...
Conversation
Customer Experiance
Content
(a)
................... give people stuff to talk about, but do it in an authentic, positive and relevant way.
Customer Experience
Conversation
Content
Collaboration
3Com, Cisco and Mitel companies are providing support in.................
Voice Portals
Web Phones
BOTs
Virtual Customer Representatives
Artificial Life, Native Minds are the example of......................
Search Engines
Natural Language Search
Chatter BOTs
E-mail BOTs
An (a) is a controlled private network that allows access to partners, vendors and suppliers or an authorized set of customers – normally to a subset of the information accessible from an organization's intranet.
