CRS Quiz 1

A Customer Relationship Management helps companies to achieve the following EXCEPT

• to retain their employees.

• to improve profitability.

• to streamline processes.

• to stay connected with customers.

The purposes of Customer Relationship Management are as follows EXCEPT

• to expand customer base.

• to enhance business sales.

• to improve workforce productivity.

• to maintain all the products offered to customers.

An external customer is any member of the organisation who relies assistance from another to fulfil his job duties.

• True

• False

Which of the following is NOT an impact of CRM on an organisation's goal.

• Increasing sales and profit.

• Increasing work processes.

• Enhancing lifetime value of customers.

• Retaining existing customers.

Which are the three areas that CRM is generally practised?

• Strategy, process and technology.

• Analytical, process and technology.

• Strategy, production and technology.

• Analytical, operational and technology.

The FOUR common modules of a CRM system are

• Marketing, Sales, Service and Finance.

• Marketing, Sales, Order and Support.

• Marketing, Sales, Service and Human Resource.

• increase the revenue received from current customers.

Adoption of CRM service attitude amongst employees includes the following EXCEPT for

• Awareness and knowledge.

• Buy-in acceptance.

• Compliance.

• Ownership.

'Revise policies to include CRM' is one of the steps an organisation takes to develop a CRM culture.

• True

• False

CRM can be used to do the following EXCEPT

• close more deals.

• decrease sales.

• suggestive selling.

• improve forecast accuracy.

A Human Resource Officer is an example of an external customer of an organisation.

• True

• False