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WorksheetsSlide - Chapter 3
Total questions: 100
Worksheet time: 50mins
Name
Class
Date
1.
Customer Lifetime Value (CLV) refers to:
a)
Total annual revenue
b)
Present value of net profits from a customer
c)
Production costs
d)
The market share of a company
2.
How do companies use the BCG Matrix for growth?
a)
Focus on stars and cash cows
b)
Focus on low-performing products
c)
Ignore market trends
d)
Invest in all segments
3.
How does activity-based costing help companies?
a)
Measure switching costs
b)
Focus on production costs
c)
Prioritize customer acquisition and retention
d)
Analyze competitors
4.
How does the SWOT matrix help businesses?
a)
Reduces costs
b)
Identifies strengths, weaknesses, opportunities, and threats
c)
Increases customer switching costs
d)
Analyzes competitors' products
5.
How is the potential value of market segments evaluated?
a)
By market attractiveness and supplier positioning
b)
By customer satisfaction
c)
By competitor growth
d)
By geographic location
6.
In B2C markets, the customer focus is on:
a)
Resellers
b)
Businesses
c)
Consumers
d)
Governments
7.
Share-of-wallet (SOW) refers to:
a)
Total product price
b)
Rate of customer spending for a business
c)
Customer satisfaction index
d)
Supplier switching costs
8.
The SWOT matrix is used to identify which factor?
a)
Geographic expansion
b)
Competitor switching costs
c)
Strengths, Weaknesses, Opportunities, Threats
d)
Product costs
9.
What are "Strategically Significant Customers" (SSCs)?
a)
Non-profitable customers
b)
Customers with high CLV or volume
c)
Competitors’ customers
d)
Short-term customers
10.
What are "volume-related costs" in ABC?
a)
Fixed per unit
b)
Costs based on customer requirements
c)
Costs that vary with order size
d)
Competitor-related costs
11.
What are the two types of costs identified in ABC?
a)
Fixed and variable
b)
Volume-related and order-related
c)
Direct and indirect
d)
Short-term and long-term
12.
What are the two types of data mining?
a)
Directed and Indirected
b)
Quantitative and Qualitative
c)
Predictive and Historical
d)
Directed and Undirected
13.
What are the types of markets identified in CPM?
a)
Consumer, Reseller, Business, Government, International
b)
Product, Price, Place, Promotion
c)
Local, Regional, National
d)
Direct and Indirect markets
14.
What customer segmentation method focuses on volume and cost?
a)
SWOT analysis
b)
Bivariate CPM
c)
Univariate CPM
d)
Trivariate CPM
15.
What defines "cash cows" in the BCG Matrix?
a)
Low growth, high market share
b)
High growth, low market share
c)
High growth, high market share
d)
Low growth, low market share
16.
What defines a "relationship value" in the Trivariate CPM Model?
a)
Customer profit only
b)
Ease of replacing a customer
c)
Geographic segmentation
d)
Product type
17.
What does "share-of-wallet" reflect in customer segmentation?
a)
Customer spending rate
b)
Product market share
c)
Customer geographic location
d)
Switching costs
18.
What does ABC prioritize?
a)
Increasing order size
b)
Customer profit levels
c)
Geographic expansion
d)
Product innovation
19.
What does B2B stand for?
a)
Business to Buyer
b)
Business to Business
c)
Buyer to Buyer
d)
Buyer to Business
20.
What does CLV computation depend on?
a)
Competitor activities
b)
Customer purchase history
c)
Geographic segmentation
d)
Employee costs
21.
What does the "propensity-to-switch" metric measure?
a)
Customer satisfaction
b)
Revenue growth
c)
Switching costs and satisfaction
d)
Competitor market share
22.
What does the "share-of-wallet" metric reflect?
a)
Customer spending potential
b)
Competitor market share
c)
Marketing budget
d)
Product sales volume
23.
What does the BCG Matrix evaluate?
a)
Product portfolios and growth
b)
Customer lifetime value
c)
Market segmentation
d)
Switching costs
24.
What does the Trivariate CPM Model consider?
a)
Customer volume only
b)
Geographic factors
c)
Three variables for segmentation
d)
Competitor product types
25.
What does the Univariate CPM Model focus on?
a)
A single variable
b)
Two variables
c)
Three variables
d)
Multiple factors
26.
What is a common outcome of predictive CLV computation?
a)
Historical profit analysis
b)
Future value estimation
c)
Customer complaints
d)
Cost savings
27.
What is a key benefit of Activity-Based Costing (ABC)?
a)
Reduces marketing costs
b)
Reports what the money was used for
c)
Increases production speed
d)
Enhances product design
28.
What is a key benefit of using the BCG Matrix in CRM?
a)
Identifies product costs
b)
Balances product portfolios for growth
c)
Reduces switching barriers
d)
Focuses on customer satisfaction
29.
What is a major limitation of the Bivariate CPM Model?
a)
Cannot analyze data
b)
Fails to consider other values customers provide
c)
Too complex
d)
Does not include competitors
30.
What is a quantitative forecasting method?
a)
Customer surveys
b)
Sales team estimates
c)
Moving average
d)
SWOT analysis
31.
What is an example of a "Door Opener" customer?
a)
High-future CLV
b)
A customer who brings in new business opportunities
c)
Low-volume customers
d)
Government customers
32.
What is an example of qualitative sales forecasting?
a)
Moving average
b)
Customer surveys
c)
Exponential smoothing
d)
Time-series decomposition
33.
What is the BCG Matrix primarily used for?
a)
Forecasting sales
b)
Segmenting customers by profitability
c)
Balancing product portfolios
d)
Increasing production efficiency
34.
What is the benefit of Activity-Based Costing (ABC)?
a)
Reduces material costs
b)
Identifies profitable customers
c)
Increases customer loyalty
d)
Analyzes market competition
35.
What is the correct sequence in market segmentation?
a)
Analyze market, determine criteria, evaluate segments
b)
Determine business type, evaluate value, analyze market
c)
Determine business type, criteria, analyze market, evaluate, select
d)
Segment market, forecast costs, evaluate customer
36.
What is the definition of a customer portfolio?
a)
A group of competitors
b)
A collection of mutually exclusive customer groups
c)
A market analysis tool
d)
A product segmentation matrix
37.
What is the first step in evaluating market segments?
a)
Analyze the market
b)
Determine business type
c)
Select target markets
d)
Assess customer satisfaction
38.
What is the first step in market segmentation?
a)
Evaluate market segments
b)
Determine the business type
c)
Use criteria to analyze the market
d)
Select target markets to serve
39.
What is the first step in sales forecasting?
a)
Collect historical data
b)
Evaluate competitors
c)
Customer satisfaction analysis
d)
Identify switching costs
40.
What is the focus of a balanced customer portfolio?
a)
Customers with the highest volume
b)
Customers with high CLV potential
c)
Customers in international markets
d)
First-time buyers
41.
What is the focus of qualitative forecasting?
a)
Historical data patterns
b)
Expert opinions and estimates
c)
Regression analysis
d)
Time-series decomposition
42.
What is the focus of the Bivariate CPM Model?
a)
A single variable
b)
Two variables simultaneously
c)
Market demand
d)
Customer retention
43.
What is the goal of Customer Portfolio Management (CPM)?
a)
Optimize marketing costs
b)
Optimize business performance across the customer base
c)
Maximize product sales
d)
Increase production efficiency
44.
What is the key characteristic of SSCs?
a)
Low CLV customers
b)
Customers with little growth
c)
High future potential or CLV
d)
First-time buyers
45.
What is the key concept behind data mining?
a)
Segment and prioritize customers
b)
Reduce production costs
c)
Increase supplier costs
d)
Identify competition
46.
What is the key principle behind market segmentation?
a)
Dividing the market into homogenous subsets
b)
Identifying competitor weaknesses
c)
Increasing market share
d)
Reducing customer costs
47.
What is the key principle of "relationship re-engineering"?
a)
Terminate relationships
b)
Rebuild value propositions
c)
Increase competitor costs
d)
Analyze market growth
48.
What is the key question in customer value evaluation?
a)
Is it cost-effective?
b)
What is the business type?
c)
How are competitors performing?
d)
What are the product costs?
49.
What is the main benefit of a balanced customer portfolio?
a)
Higher customer loyalty
b)
Greater CLV potential
c)
Reduces production costs
d)
Improves geographic segmentation
50.
What is the main focus of customer portfolio management?
a)
Maximizing product volume
b)
Optimizing customer relationships
c)
Reducing costs
d)
Competitor analysis
51.
What is the main goal of a CRM-oriented SWOT analysis?
a)
Identify strengths to exploit opportunities
b)
Maximize product volume
c)
Reduce production costs
d)
Evaluate switching costs
52.
What is the main role of a "door opener" customer?
a)
Reducing switching costs
b)
Providing access to new opportunities
c)
Enhancing customer loyalty
d)
Increasing production demand
53.
What is the objective of market segmentation criteria?
a)
Evaluate customer satisfaction
b)
Analyze competitor data
c)
Divide markets into homogenous groups
d)
Terminate unprofitable customers
54.
What is the outcome of using time-series decomposition in forecasting?
a)
Predicts long-term demand patterns
b)
Reduces marketing costs
c)
Increases short-term revenue
d)
Analyzes competitor data
55.
What is the primary focus of sales forecasting?
a)
Predicting future demand
b)
Determining competitors
c)
Calculating switching costs
d)
Reducing customer complaints
56.
What is the primary focus of strategic customer groups?
a)
Competitor segmentation
b)
Switching cost analysis
c)
Customer acquisition and retention
d)
Customer lifetime value
57.
What is the primary output of data mining?
a)
Product segmentation
b)
Hidden data relationships
c)
Competitor analysis
d)
Switching cost analysis
58.
What is the purpose of "customer re-activation"?
a)
Restart relationships with inactive customers
b)
Terminate unprofitable relationships
c)
Increase switching costs
d)
Reduce discounts
59.
What is the purpose of CLV computation?
a)
Historical data analysis
b)
Forecasting customer profitability
c)
Increasing production efficiency
d)
Competitor segmentation
60.
What is the purpose of customer acquisition strategies?
a)
Start a relationship
b)
Terminate the relationship
c)
Reduce discounts
d)
Increase costs
61.
What is the purpose of customer acquisition?
a)
Start relationships with customers
b)
Terminate relationships
c)
Maximize competitors
d)
Lower production costs
62.
What is the purpose of directed data mining?
a)
Identify hidden data relationships
b)
Target specific variables
c)
Evaluate geographic markets
d)
Segment competitors
63.
What is the purpose of market segmentation?
a)
To divide the market into subsets
b)
To increase product volume
c)
To reduce customer complaints
d)
To identify competitors
64.
What is the purpose of revenue analysis in ABC?
a)
Identifying customer profits
b)
Reducing product costs
c)
Increasing switching barriers
d)
Expanding geographic segmentation
65.
What is the role of "benchmark customers"?
a)
Provide inspiration for competitors
b)
Set standards for performance
c)
Reduce switching costs
d)
Increase costs
66.
What is the role of "customer development" in CRM strategies?
a)
Protecting relationships
b)
Growing relationships and increasing CLV
c)
Terminating relationships
d)
Analyzing switching costs
67.
What is the role of "inspirational customers"?
a)
Inspire competitors
b)
Drive product innovation
c)
Set loyalty benchmarks
d)
Reduce costs
68.
What is the role of predictive CLV?
a)
Evaluate historical profits
b)
Forecast future customer value
c)
Increase marketing spend
d)
Analyze competitors’ revenue
69.
What is the role of regression in causal methods?
a)
Predict demand using independent variables
b)
Segment markets
c)
Increase switching costs
d)
Reduce marketing budgets
70.
What is the SWOT Matrix used for in CRM?
a)
Identifying customers
b)
Analyzing product sales
c)
Evaluating customer strengths, weaknesses, opportunities, and threats
d)
Calculating revenue
71.
What strategy focuses on protecting a customer relationship?
a)
Terminate relationship
b)
Grow relationship
c)
Create exit barriers
d)
Re-activate relationship
72.
What type of costs are "order-related costs"?
a)
Fixed per unit
b)
Costs that vary by customer requirements
c)
Competitor costs
d)
Geographic costs
73.
What type of costs does ABC focus on reducing?
a)
Volume-related and order-related costs
b)
Fixed costs
c)
Marketing costs
d)
Product design costs
74.
What type of data mining uses a decision tree?
a)
Cluster analysis
b)
Directed data mining
c)
Undirected data mining
d)
Regression analysis
75.
Which CPM model offers detailed strategic insights?
a)
Univariate CPM Model
b)
Bivariate CPM Model
c)
Trivariate CPM Model
d)
SWOT Model
76.
Which criteria are used to divide customer segments?
a)
Customer feedback only
b)
Current or future customer value
c)
Competitor analysis
d)
Brand recognition
77.
Which CRM model uses three variables for segmentation?
a)
Bivariate model
b)
Trivariate model
c)
SWOT model
d)
BCG matrix
78.
Which forecasting method uses "leading indicators"?
a)
Qualitative methods
b)
Causal methods
c)
Time-series methods
d)
SWOT analysis
79.
Which forecasting method uses historical data to infer future values?
a)
Qualitative methods
b)
Sales team estimates
c)
Time-series methods
d)
Regression models
80.
Which forecasting method uses smoothing techniques?
a)
Regression analysis
b)
Time-series methods
c)
Exponential smoothing
d)
Cluster analysis
81.
Which is NOT a core customer management strategy?
a)
Grow the relationship
b)
Harvest the relationship
c)
Reduce the relationship
d)
Terminate the relationship
82.
Which market does NOT belong to the types identified in CPM?
a)
Consumer markets
b)
Reseller markets
c)
Industrial markets
d)
Competitor markets
83.
Which market is NOT a type under identifying customers?
a)
Reseller markets
b)
Government markets
c)
Competitor markets
d)
International markets
84.
Which matrix is used to evaluate business strategies?
a)
SWOT matrix
b)
BCG matrix
c)
CPM matrix
d)
Customer forecast matrix
85.
Which method forecasts future demand using historical data?
a)
Customer surveys
b)
Regression analysis
c)
Exponential smoothing
d)
ABC costing
86.
Which method identifies customer spending trends?
a)
Predictive CLV
b)
Share-of-wallet
c)
Activity-based costing
d)
SWOT analysis
87.
Which method identifies customer-driven value opportunities?
a)
SWOT analysis
b)
ABC costing
c)
Data mining
d)
BCG matrix
88.
Which method is used in causal forecasting?
a)
Moving average
b)
Regression analysis
c)
Exponential smoothing
d)
SWOT analysis
89.
Which method predicts future demand based on indicators or regression?
a)
Causal methods
b)
Qualitative methods
c)
ABC costing
d)
Exponential smoothing
90.
Which of the following describes a value proposition?
a)
Promise of benefits to customers
b)
A marketing strategy
c)
A business resource plan
d)
Customer lifetime value calculation
91.
Which of these is an example of time-series methods?
a)
Regression analysis
b)
Moving average
c)
Customer surveys
d)
ABC costing
92.
Which of these is NOT a market segmentation goal?
a)
Segmenting the potential market
b)
Determining a value proposition
c)
Increasing production efficiency
d)
Segmenting existing customers
93.
Which segment is most likely to have a high CLV?
a)
Non-profitable customers
b)
High-volume customers
c)
Competitor customers
d)
First-time buyers
94.
Which variable is considered in the Univariate CPM Model?
a)
Single variable
b)
Two variables
c)
Three variables
d)
Multiple metrics
95.
Which variable is NOT directly used in customer portfolio management?
a)
Customer profitability
b)
Switching costs
c)
Geographic location
d)
Supplier production costs
96.
Which variable type does a Trivariate CPM Model include?
a)
Cost, volume, relationship value
b)
Profit only
c)
Market share
d)
Customer satisfaction
97.
Why are exit barriers created in customer management?
a)
To attract customers
b)
To protect customer relationships
c)
To grow sales volume
d)
To reduce costs
98.
Why are exit barriers used in customer management?
a)
To retain customers
b)
To acquire new customers
c)
To reduce marketing budgets
d)
To focus on competitors
99.
Why is customer development important?
a)
To identify competitors
b)
To grow relationships and CLV
c)
To terminate relationships
d)
To increase fixed costs
100.
Why is customer lifetime value (CLV) important in CRM?
a)
It identifies short-term profits
b)
It forecasts long-term customer profitability
c)
It reduces marketing costs
d)
It increases competitor loyalty
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