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WorksheetsCustomer Centricity & CRM
Total questions: 20
Worksheet time: 11mins
"Customers prioritize affordability and simplicity, seeking low-cost solutions with minimal hassle"
This statement refers to which customer needs?
Cheap & Basic
Efficient & Pragmatic
Quick & Easy
Demanding the Best
Which of the following is a key element in building trust with customers?
High marketing spend
Transparency
Frequent promotions
Social media presence
In the customer-centric model, who is at the center of all business decisions?
Employees
Suppliers
Shareholders
Customers
A dissatisfied customer will tell about their experience to…
6 people
1 or 2 people
Nobody
Between 9 and 15 people
What is the main reason for customers stopping doing business with a company?
High prices
Non-conforming products
Being treated poorly
Company governance
What is the primary focus of the marketing concept?
Maximizing profits through increased sales volume
Identifying and meeting the needs and wants of customers
Reducing production costs to offer lower prices
Expanding the product line to cater to a broader market
What is the role of marketing research in the marketing process?
To create advertisements for products and services
To understand consumer behavior and market trends
To set prices for products and services
To distribute products to retailers
Which of the following is a characteristic of a customer-oriented company?
Focus on selling what the company makes
Emphasis on production efficiency
Commitment to continuous product improvement based on customer feedback
Reliance on aggressive sales techniques
Which of the following KPIs may not be best suited for a Customer Centric Organizations
number of new products
customer satisfaction
customer lifetime value
Share of wallet
In the context of marketing and customer centricity what is the right 'target market'?
The entire market that a company wishes to enter
A specific group of consumers a company aims to reach with its products and marketing efforts
The demographic group with the highest purchasing power
The geographic area where the company's products are sold
How does segmentation contribute to effective marketing strategies?
By identifying the entire market for a product
By allowing targeted marketing efforts towards specific consumer groups
By focusing on the most profitable demographic
By expanding the reach of the product to new geographic areas
Lead Qualifying means
Generating leads through marketing campaigns
Nurturing Leads
Process of determining whether a lead fits a company's ideal customer profile ( Based on a well - defined criteria ), has a high chance of becoming a customer
Converting Leads
Lead source is
A qualified Lead
Channel that brought you a lead in the first place
Converted leads
Revenue potential of a lead
CAC stands for
Customer Average Cost
Customer Acquisition Cost
Customer Accounting Cost
Customer Annual Cost
RFM stands for
Revenue Frequency Model
Recent Financial Metric
Relevant Frequency Matrix
Recency Frequency and Monetary
Cross Selling in CRM deals with
Selling lower priced products
Selling higher priced products
Selling additional/complementary products or services to customers
Referral Sales
Customer Centricity refers to
Fostering positive customer experience across customers interactions with a business
Stages in the customer life cycle
Channels customer interact with
Employee engagement
Which among the following outlines the steps taken by a customer as they progress through the marketing and sales funnel. It gives marketing, sales, and customer service teams a complete picture of the customer's journey and highlights areas for improvement.
Customer Lifecycle
Buyer Persona
Customer Awareness
Customer Consideration
---------------------- are semi-fictional representations of your ideal customers based on data and research
(a)
