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WorksheetsSlide - Chapter 1
Total questions: 100
Worksheet time: 50mins
Name
Class
Date
1.
What defines a personal relationship?
a)
Emotional bonds and shared experiences
b)
Transactional and business-focused
c)
Based on profit and revenue
d)
Focused on customer satisfaction
2.
What is the primary focus of customer relationships?
a)
Emotional bonds
b)
Value exchange for revenue
c)
Personal experiences
d)
Risk reduction
3.
Which phase of the Dwyer model involves trial purchases?
a)
Awareness
b)
Exploration
c)
Commitment
d)
Expansion
4.
What are the two main dimensions of commitment in CRM?
a)
Affective and calculative
b)
Financial and emotional
c)
Rational and opportunistic
d)
Cooperative and dependent
5.
What is churn rate?
a)
Percentage of customers retained
b)
Percentage of customers leaving
c)
The loyalty metric
d)
Total customer satisfaction index
6.
What describes confidence benefits in B2C relationships?
a)
Risk elimination
b)
Social recognition
c)
Customization
d)
Higher prices
7.
What does RFM stand for in CRM?
a)
Recency, Frequency, Monetary value
b)
Retention, Financial gain, Motivation
c)
Revenue, Frequency, Marketing
d)
Response, Flexibility, Marketing
8.
What type of CRM involves turning data into insights?
a)
Analytical CRM
b)
Operational CRM
c)
Strategic CRM
d)
Social CRM
9.
What phase follows 'exploration' in the Dwyer model?
a)
Awareness
b)
Commitment
c)
Expansion
d)
Dissolution
10.
What is customer lifetime value (CLV)?
a)
The revenue from a single transaction
b)
The value of all net margins over a customer’s lifetime
c)
The cost of retaining a customer
d)
The profit for one year of a relationship
11.
What describes the 'zone of frustration'?
a)
Supplier seeks a partnership, but the buyer does not
b)
Buyer seeks a partnership, but the supplier does not
c)
Both parties aim for basic transactions
d)
Both parties are interdependent
12.
What metric measures market dominance?
a)
Customer lifetime value
b)
Share of customer wallet
c)
Market share
d)
Profitability index
13.
What is the first phase of the Dwyer model?
a)
Exploration
b)
Commitment
c)
Awareness
d)
Expansion
14.
What is a goal of customer retention?
a)
Reducing costs
b)
Improving service quality
c)
Reducing churn rate
d)
All of the above
15.
Which phase signifies long-term mutual adaptation in the Dwyer model?
a)
Awareness
b)
Commitment
c)
Expansion
d)
Dissolution
16.
What is a primary attribute of trust in CRM?
a)
Honesty
b)
Flexibility
c)
Innovation
d)
Service quality
17.
What term describes the state of relying on a business partner?
a)
Independence
b)
Dependence
c)
Interdependence
d)
Dissolution
18.
What does 'affective commitment' indicate?
a)
Rational decision-making
b)
Emotional trust and bonds
c)
Financial gain
d)
Risk reduction
19.
What CRM type focuses on automating marketing and sales?
a)
Strategic CRM
b)
Analytical CRM
c)
Operational CRM
d)
Social CRM
20.
Which benefit includes social power or affiliation?
a)
Confidence benefit
b)
Social benefit
c)
Special-treatment benefit
d)
Financial benefit
21.
What is the difference between independence and interdependence?
a)
One party relies on the other in independence
b)
Both parties rely on each other in interdependence
c)
Independence is mutually beneficial
d)
Interdependence is a temporary state
22.
What formula determines churn rate?
a)
(Customers lost / Total customers) × 100
b)
(Profit / Customers lost) × 100
c)
(Revenue / Marketing cost) × 100
d)
(Retention rate × Costs saved) × 100
23.
What is the primary reason companies use CRM?
a)
Building trust
b)
Maximizing profitability and customer value
c)
Increasing market share
d)
Reducing service failures
24.
What happens when perceived performance exceeds customer expectations?
a)
Negative disconfirmation
b)
Zero disconfirmation
c)
Positive disconfirmation
d)
Dissatisfaction
25.
Which phase involves testing capabilities in customer relationships?
a)
Awareness
b)
Exploration
c)
Expansion
d)
Commitment
26.
What is a financial benefit of improving retention?
a)
Reduced marketing costs
b)
Increased churn rate
c)
Reduced trust levels
d)
Increased market competition
27.
What is the 'triple bottom line'?
a)
Financial, social, and customer benefits
b)
People, planet, profit
c)
Marketing, service, financial growth
d)
Retention, revenue, reputation
28.
What does share of wallet measure?
a)
Customer loyalty
b)
Market dominance
c)
Percentage of spending on a brand
d)
Cost of acquisition
29.
Which CRM type is customer-centric?
a)
Operational CRM
b)
Analytical CRM
c)
Strategic CRM
d)
Collaborative CRM
30.
What does 'social benefit' refer to in B2C relationships?
a)
Higher customization
b)
Enhanced status or affiliation
c)
Risk reduction
d)
Financial savings
31.
What is a major goal of CRM analytics?
a)
Generating insights for customer strategies
b)
Automating customer service
c)
Reducing operational costs
d)
Building loyalty
32.
What is the final phase in the Dwyer model?
a)
Expansion
b)
Commitment
c)
Dissolution
d)
Exploration
33.
How does trust develop in early relationships?
a)
Through shared values
b)
Through reducing risks and doubts
c)
By emotional connections
d)
By focusing on transactions
34.
What happens if a partner acts opportunistically?
a)
Trust increases
b)
Relationship stability improves
c)
Trust diminishes
d)
Mutual adaptation strengthens
35.
Which metric helps identify profitable customers?
a)
Churn rate
b)
Retention rate
c)
RFM metrics
d)
CLV
36.
What describes 'calculative commitment'?
a)
Emotional connection
b)
Trust-based commitment
c)
Rational decision-making
d)
Financial loyalty
37.
What does a high customer retention rate indicate?
a)
Low churn rate
b)
High service failures
c)
High marketing costs
d)
Weak profitability
38.
Which phase involves mutual adaptation in relationships?
a)
Awareness
b)
Exploration
c)
Commitment
d)
Dissolution
39.
What benefit helps suppliers customize products over time?
a)
Social benefit
b)
Confidence benefit
c)
Special-treatment benefit
d)
Service benefit
40.
What does CRM stand for?
a)
Customer Retention Management
b)
Customer Relationship Management
c)
Collaborative Relationship Marketing
d)
Customer Revenue Maximization
41.
Which CRM type automates customer-facing processes?
a)
Strategic CRM
b)
Analytical CRM
c)
Operational CRM
d)
Interactive CRM
42.
What is the primary role of CRM software?
a)
To manage and analyze customer data
b)
To increase marketing budgets
c)
To create emotional bonds
d)
To reduce service interactions
43.
Which metric measures financial value generated by a customer over time?
a)
CLV
b)
RFM
c)
NPS
d)
Share of wallet
44.
What is the primary goal of customer satisfaction?
a)
Improving revenue
b)
Meeting customer expectations
c)
Increasing churn rate
d)
Building partnerships
45.
What happens during the exploration phase?
a)
Testing and trial purchases
b)
Complete commitment
c)
Automated processes
d)
Adaptation to mutual goals
46.
What is the primary objective of CRM?
a)
To increase customer loyalty
b)
To deliver superior value propositions
c)
To enhance team collaboration
d)
To automate service processes
47.
What describes 'special-treatment benefits' in CRM?
a)
Risk reduction
b)
Customization and prioritized service
c)
Financial benefits
d)
Social recognition
48.
What is the term for when perceived performance matches expectations?
a)
Positive disconfirmation
b)
Zero disconfirmation
c)
Negative disconfirmation
d)
Customer satisfaction
49.
What role does trust play in CRM?
a)
It reduces financial costs
b)
It holds relationships together over time
c)
It increases emotional benefits
d)
It simplifies transactions
50.
What is 'calculative commitment' primarily driven by?
a)
Trust
b)
Lack of alternatives
c)
Shared values
d)
Social benefits
51.
Which phase involves automated purchasing processes in the Dwyer model?
a)
Commitment
b)
Exploration
c)
Awareness
d)
Expansion
52.
What is the goal of customer loyalty programs?
a)
To decrease churn rate
b)
To encourage repeat purchases
c)
To enhance service quality
d)
All of the above
53.
What does 'service automation' refer to?
a)
Automating marketing campaigns
b)
Using technology in customer service operations
c)
Reducing operational costs
d)
Enhancing social benefits
54.
Which CRM type focuses on creating customer-centric strategies?
a)
Strategic CRM
b)
Operational CRM
c)
Analytical CRM
d)
Collaborative CRM
55.
What is the focus of operational CRM?
a)
Analyzing customer data
b)
Automating customer-facing processes
c)
Developing customer-centric cultures
d)
Improving profitability
56.
What metric segments customers based on purchase behavior?
a)
CLV
b)
NPS
c)
RFM metrics
d)
Churn rate
57.
What does 'social CRM' focus on?
a)
Reducing churn rate
b)
Engaging with customers through social platforms
c)
Automating marketing processes
d)
Enhancing operational efficiency
58.
What does the retention rate measure?
a)
The percentage of retained customers
b)
The percentage of new customers acquired
c)
The overall profitability of the company
d)
The churn rate for a specific period
59.
What is the significance of CLV for businesses?
a)
It helps calculate churn rate
b)
It measures customer profitability over time
c)
It enhances service quality
d)
It predicts customer retention rates
60.
What happens during the dissolution phase of the Dwyer model?
a)
Mutual goals are adapted
b)
The relationship ends due to trust issues or other factors
c)
Increased dependence develops
d)
Automated processes are implemented
61.
Which benefit focuses on financial incentives in CRM?
a)
Special-treatment benefits
b)
Confidence benefits
c)
Monetary benefits
d)
Financial benefits
62.
What is a key feature of cloud-based CRM solutions?
a)
High installation costs
b)
Accessibility from anywhere
c)
Limited scalability
d)
Lack of data storage
63.
How does marketing automation benefit companies?
a)
By reducing costs
b)
By automating repetitive tasks
c)
By improving customer retention
d)
All of the above
64.
What are the three components of RFM metrics?
a)
Revenue, Frequency, Marketing
b)
Retention, Financial impact, Metrics
c)
Recency, Frequency, Monetary value
d)
Relationship, Functionality, Management
65.
Which factor can lead to customer dissatisfaction?
a)
Positive disconfirmation
b)
Zero disconfirmation
c)
Negative disconfirmation
d)
High customer loyalty
66.
What is the core idea of customer lifetime value?
a)
Viewing customers as a series of independent transactions
b)
Viewing customers as a long-term income stream
c)
Measuring the monetary value of a single purchase
d)
Enhancing short-term sales growth
67.
What drives emotional loyalty in customers?
a)
Monetary rewards
b)
Trust and personal bonds
c)
Service automation
d)
Frequent purchases
68.
What is the effect of reducing the churn rate?
a)
Increased service costs
b)
Decreased customer retention
c)
Longer customer tenure
d)
Higher dissatisfaction rates
69.
What is the primary role of CRM analytics?
a)
Storing customer data
b)
Automating service processes
c)
Generating insights for decision-making
d)
Managing financial data
70.
Which CRM type integrates customer-related processes?
a)
Strategic CRM
b)
Analytical CRM
c)
Operational CRM
d)
Social CRM
71.
How does customer trust develop?
a)
Through automated processes
b)
Through repeated positive interactions
c)
Through higher churn rates
d)
Through lack of competition
72.
What is the relationship state where neither party depends on the other?
a)
Interdependence
b)
Independence
c)
Dependence
d)
Commitment
73.
What does 'customer satisfaction' measure?
a)
Financial profitability
b)
The fulfillment response to a customer experience
c)
Social benefits provided to the customer
d)
The company’s churn rate
74.
What is the triple bottom line in CRM?
a)
Customer satisfaction, retention, loyalty
b)
Profitability, service quality, marketing impact
c)
People, planet, profit
d)
Revenue, cost, efficiency
75.
What does 'share of wallet' measure?
a)
The percentage of a customer’s spending captured by a brand
b)
The total market share of a product
c)
The financial contribution of a customer
d)
The overall churn rate of a company
76.
What role does CRM play in customer retention?
a)
It helps identify at-risk customers
b)
It reduces service quality issues
c)
It increases marketing costs
d)
It eliminates emotional bonds
77.
How can a high retention rate benefit a company?
a)
By reducing marketing costs
b)
By increasing customer loyalty
c)
By enhancing profitability
d)
All of the above
78.
What is the importance of mutual goals in CRM relationships?
a)
They increase service efficiency
b)
They strengthen interdependence
c)
They reduce the need for trust
d)
They decrease long-term profitability
79.
What is a primary goal of strategic CRM?
a)
Automating customer-facing processes
b)
Developing a customer-centric business culture
c)
Managing financial risks
d)
Reducing service failures
80.
What does the term 'interdependence' signify in relationships?
a)
Both parties function independently
b)
One party relies entirely on the other
c)
Both parties rely on each other for success
d)
Neither party adapts to mutual goals
81.
What is a key benefit of reducing churn rate?
a)
Increased customer acquisition costs
b)
Higher customer retention and tenure
c)
Reduced service automation
d)
Increased service failures
82.
Which CRM model focuses on delivering real-time customer interaction?
a)
CRM 1.0
b)
CRM 2.0
c)
Analytical CRM
d)
Operational CRM
83.
What is the importance of customization in CRM?
a)
It reduces financial costs
b)
It enhances customer satisfaction and loyalty
c)
It eliminates the need for data analytics
d)
It increases customer churn
84.
How can trust be damaged in a CRM relationship?
a)
Through financial incentives
b)
Through opportunistic behavior
c)
Through increased interdependence
d)
Through shared values
85.
What does the 'Balanced Scorecard' measure?
a)
Financial growth only
b)
People, planet, profit
c)
Internal and external business performance metrics
d)
Customer satisfaction exclusively
86.
Which CRM type uses external data sources?
a)
Operational CRM
b)
Analytical CRM
c)
Strategic CRM
d)
Collaborative CRM
87.
What is a sign of a strong commitment phase in a relationship?
a)
Automated purchasing processes
b)
Lack of shared goals
c)
High churn rate
d)
Minimal interdependence
88.
How does service automation improve customer service?
a)
By reducing interaction quality
b)
By enhancing efficiency and reliability
c)
By removing human intervention entirely
d)
By decreasing customer satisfaction
89.
What is a common factor in customer dissatisfaction?
a)
High financial risk
b)
Poor perceived performance compared to expectations
c)
High frequency of interactions
d)
Social status benefits
90.
What is the significance of ‘trust’ in the early stages of CRM relationships?
a)
It guarantees customer loyalty
b)
It reduces risk and doubt
c)
It eliminates financial costs
d)
It creates emotional bonds
91.
What is a key factor in the commitment phase of relationships?
a)
Frequent disagreements
b)
Mutual adaptation and shared goals
c)
High level of independence
d)
Reduced trust levels
92.
What does ‘positive disconfirmation’ indicate in CRM?
a)
Expectations were not met
b)
Perceived performance exceeded expectations
c)
Performance was equal to expectations
d)
Customer loyalty decreased
93.
How can companies improve customer lifetime value (CLV)?
a)
By increasing churn rate
b)
By focusing on loyal, profitable customers
c)
By ignoring customer insights
d)
By reducing interactions with customers
94.
What type of CRM helps identify customer behavior patterns?
a)
Operational CRM
b)
Analytical CRM
c)
Strategic CRM
d)
Collaborative CRM
95.
What does ‘independence’ signify in customer relationships?
a)
Both parties rely heavily on each other
b)
Both parties can function without the other
c)
One party depends entirely on the other
d)
Both parties have established trust
96.
How can companies reduce churn rates effectively?
a)
By improving customer satisfaction
b)
By increasing customer acquisition costs
c)
By ignoring service failures
d)
By reducing social benefits
97.
What is the main characteristic of strategic CRM?
a)
Focus on automating tasks
b)
Customer-centric business strategy
c)
Data storage and analysis
d)
Real-time customer interaction
98.
What does the CRM value chain aim to achieve?
a)
Maximizing customer profitability
b)
Minimizing marketing efforts
c)
Reducing retention rates
d)
Improving operational costs
99.
Which factor increases the need for a customer-supplier relationship in B2B contexts?
a)
Low purchase costs
b)
Complex product requirements
c)
Simple service needs
d)
Lack of financial risk
100.
What does a high share of wallet (SOW) indicate?
a)
Customers spend more on a specific brand compared to competitors
b)
Customers prefer competitors over a brand
c)
Customers spend equally on all brands
d)
Customers focus on low-cost options
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