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WorksheetsCRM introduction
Total questions: 20
Worksheet time: 48mins
´___________________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
Which of the following CRM process is connected with customer retention?
Aquire lead
converting leads into customer
Provide quality customer support
Drive upsell
Which one is NOT a functional components of CRM
Marketing automation
Sales automation
Customer retention automation
Customer service automation
eCRM processes includes data collection, ....................... and customer interaction.
data analytics
data aggregation
data agreement
data average
What forces are driving the adoption of CRM?
Improved customer relationships and data management.
Increased marketing costs and complexity.
Reduced customer engagement and loyalty.
Limited access to customer data and insights.
How has the CRM market grown in India?
The CRM market in India is primarily driven by traditional marketing methods.
The CRM market in India has declined due to lack of technology adoption.
The CRM market in India has grown significantly, driven by digitalization and increased focus on customer experience.
There has been no significant change in the CRM market in India over the past decade.
What groundwork is necessary for effective CRM use?
Random customer feedback collection
Clear understanding of customer needs, proper data management, staff training, system integration, and defined goals.
Hiring more salespeople
Increased advertising budget
What are the different types of CRM?
Social CRM
Strategic CRM
Operational CRM, Analytical CRM, Collaborative CRM
Digital CRM
What is CRM? (You may choose multiple choice)
To chat with customer
Manage parcel issues and complaints
To keep a record of customer complaints.
To monitor customer complaint
CRM must be reply in?
Within 24 hours
Within 3 days
Within 5 days
Within 1 week
What are the functions of CRM?
Sales monitoring
Build prospects and customer database
Log Follow-up & Support Communications Properly
Deal updating
all of the above
The second most important group of persons in the modern customer-oriented company.
customers
middle management
frontline people
top management
You start using an iPhone and then decide to always use an iPhone only.
What are you generating for the brand?
Goodwill
Profitability
Lifetime value
Sustainability and satisfaction
It is an advantage of a CRM where system enables people from different parts of a business to work together.
Cross-team collaboration
Heightened productivity
Cross-team collaboration
Enhanced contact management
List some key attributes of an effective CRM program.
High cost of implementation
Inflexible data storage
Limited user access
User-friendly interface, data integration, task automation, reporting and analytics, customization, customer support.
What role does technology play in enhancing CRM practices?
Technology reduces customer engagement
Technology eliminates the need for data analysis
Technology complicates CRM processes
Technology automates processes, personalizes interactions, and provides insights, enhancing CRM practices.
How can businesses measure the effectiveness of their CRM strategies?
By analyzing social media engagement metrics.
By tracking KPIs like customer retention, sales growth, and customer satisfaction.
By measuring website traffic and bounce rates.
By conducting annual employee satisfaction surveys.
What are the key differences between a transactional approach and a relationship approach in CRM?
Transactional approach builds long-term relationships; relationship approach focuses on immediate sales.
Transactional approach focuses on short-term sales; relationship approach emphasizes long-term customer loyalty.
Transactional approach is more cost-effective; relationship approach requires less customer interaction.
Transactional approach uses data analytics; relationship approach relies on traditional marketing methods.
In what ways can CRM be considered a strategic marketing tool?
CRM enhances customer understanding, segmentation, personalization, interaction tracking, and data analysis for strategic marketing.
CRM focuses solely on sales transactions.
CRM is only useful for large corporations.
CRM eliminates the need for customer feedback.
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