Creating Customer Value, Satisfaction & Loyalty - MCQs with answers - Part 5

Creating Customer Value, Satisfaction & Loyalty - MCQs with answers - Part 5

CRM techniques

1. Customer Relationship Management is about

a) Acquiring the right customer
b) Instituting the best processes
c) Motivating employees
d) All of the above

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2. CRM technology can help in

a) Designing direct marketing efforts
b) Developing new pricing models
c) Processing transactions faster
d) All of the above

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3. A _________ is an organized collection of detailed information about individual customers or prospects that is accessible, actionable and current for marketing purposes such as lead generation and others.

a) Customer database
b) Customer mailing list
c) Business database
d) None of the above

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4. _______uses sophisticated mathematical and statistical techniques such as neutral networking and cluster analysis.

a) Data mining
b) Data survey
c) CRM
d) None of the above

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5. The main drawback of CRM is

a) Implementing CRM before creating a customer strategy
b) Rolling out CRM before changing the organization to match
c) Stalking, not wooing, customers
d) All of the above

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6. The marketing messages committed to customers wishes is a part of

a) Permission marketing
b) Activity marketing
c) Supplier marketing
d) None of the above

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7. The method used to assess real cost of providing services to an individual customer is

a) Cost based accounting
b) Activity based accounting
c) Turnover based accounting
d) Price based accounting

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8. _______is any occasion on which the brand or product is used by end customers.

a) Customer touch point
b) Retailers touch point
c) Company touch point
d) None of the above

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