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WorksheetsMCQs - Customer Relationship Management
Total questions: 35
Worksheet time: 18mins
CRM primarily focuses on:
Employee retention
Customer acquisition and retention
Supply chain management
Financial reporting
Which of the following is NOT a component of CRM?
People
Process
Technology
Warehousing
The ultimate goal of CRM is to:
Reduce advertising costs
Improve operational efficiency
Build long-term profitable customer relationships
Increase number of touch points
Which of the following can be considered as a customer touch point?
Salesperson interaction
Customer care call center
Company website or mobile app
All of the above
CRM is best described as:
A sales technique
A philosophy and business strategy supported by technology
A financial planning tool
A product promotion tool
The first phase of the CRM cycle is:
Executive Phase
Planning Phase
Assessment Phase
Implementation Phase
The 4C's of CRM process are:
Customer, Cost, Convenience, Communication
Customer, Channel, Competitor, Cost
Customer, Collaboration, Commitment, Communication
Company, Customer, Competition, Culture
In the Planning phase of CRM cycle, the organization focuses on:
Understanding customer requirements
Implementing CRM modules
Evaluating CRM performance
Training employees in CRM software
e-CRM (Electronic CRM) primarily uses:
Direct mail
Telemarketing
Internet and digital platforms
Face-to-face meetings
Which CRM module is mainly concerned with handling customer queries and complaints?
Marketing automation module
Sales automation module
Service automation module
Data warehousing module
CRM affiliation in the retailing sector helps mainly in:
Enhancing supplier partnerships
Tracking customer buying behavior and loyalty
Reducing production costs
Improving warehousing functions
The executive phase of CRM cycle is mainly about:
Planning future goals
Implementing strategies and CRM modules
Conducting customer surveys
Analyzing competitors
Which of the following best describes Operational CRM?
Focuses on analyzing customer data
Deals with direct customer interactions through sales, service, and marketing
Provides strategic insights into market trends
Concentrates on data warehousing
The concept of CRM mainly evolved from:
Mass marketing approach
One-to-one marketing and relationship marketing
Product-oriented marketing
Price-driven competition
Which of the following is NOT a goal of CRM?
Customer loyalty
Improved profitability
Better product design only
Higher customer satisfaction
Which type of CRM focuses on sharing information across departments to improve customer experience?
Analytical CRM
Collaborative CRM
Operational CRM
Strategic CRM
The term Customer Lifetime Value (CLV) refers to:
Cost incurred on each customer
Total revenue expected from a customer over time
Number of years a customer remains loyal
Average transaction size per customer
Which of the following is an example of a customer touch point in digital CRM?
Social media interactions
Mobile app notifications
Online chatbots
All of the above
In CRM, the people component mainly refers to:
Managers only
Employees interacting with customers
Customers themselves
Vendors and suppliers
Which of the following is NOT a key benefit of CRM?
Improved customer loyalty
Streamlined communication
Guaranteed sales growth
Enhanced customer satisfaction
The term customer-centric organization means:
Organization focuses on competitor's strategy
All decisions are made keeping the customer in mind
Profit maximization without considering customers
Focus only on sales and promotions
Which of the following represents the strategic goal of CRM?
Short-term profit
Long-term relationship and customer equity
Quick sales closure
Reduction in employees
The Assessment phase in CRM cycle involves:
Implementing CRM software
Identifying customer needs and evaluating current practices
Training employees in CRM tools
Measuring customer loyalty
Which is the correct sequence of the CRM cycle?
Planning → Execution → Assessment
Assessment → Planning → Executive
Executive → Assessment → Planning
Planning → Assessment → Executive
CRM in retail sector is MOST helpful in:
Reducing supplier cost
Personalizing offers and loyalty programs
Increasing warehouse storage
Designing production process
Which module in CRM helps to track leads, opportunities, and pipelines?
Sales automation
Marketing automation
Service automation
Analytical module
The 4C's model of CRM emphasizes shifting focus from product to:
Cost, Company, Competitor, Channel
Customer, Cost, Convenience, Communication
Customer, Culture, Cost, Coordination
Channel, Collaboration, Customer, Cost
Which of the following is a benefit of e-CRM?
Limited interaction with customers
Faster and personalized communication
Higher physical infrastructure cost
Manual tracking of customer data
Which CRM module is MOST important for handling after-sales service?
Sales module
Service module
Marketing module
Planning module
The executive phase of CRM cycle focuses on:
Planning budget
Implementing CRM tools and strategies
Identifying customer segments
Training workforce
In CRM, data mining techniques are mostly used in:
Analytical CRM
Collaborative CRM
Operational CRM
Retail CRM
The main objective of CRM process is to:
Maximize company's short-term profits
Build and manage strong customer relationships
Improve only marketing campaigns
Reduce competition
In retail, CRM helps companies to:
Understand buying patterns
Introduce loyalty programs
Increase repeat purchases
All of the above
Which of the following is a key challenge in implementing CRM?
High customer satisfaction
Employee resistance to change
Easy integration with existing systems
Low training requirements
A successful CRM process should primarily be:
Technology-driven only
Customer-focused and strategy-driven
Product-focused and sales-driven
Competitor-focused only
