CRM Unit 1

One of the purposes of Customer Relationship Management is to

• improve profitability.

• contact customers promptly.

• improve workforce productivity.

• maintain all the products offered to customers.

Recent CRM trends and development includes the following EXCEPT

• Data mining will gain prominence.

• Social CRM will boost relationship.

• Response times will be increased.

• Companies will offer amazing customer experience.

Which one of the following best describes an external customer?

• One who supplies the company’s products or services but is not part of the organisation.

• One who uses and pays for the company’s products or services and is part of the organisation.

• One who uses and pays for the company’s products or services but is not part of the organisation.

• One who relies on assistance from another to fulfil his/her job duties and is part of the organisation.

Shaun is considering implementing a cloud-based CRM system for his company. One of the key requirements for a CRM role is

• to focus on reducing cost.

• to anticipate customer needs only.

• to interact personally with the customers.

• to handle different customers in the same manner.

Every good CRM system must have the following modules EXCEPT

• sales.

• service.

• analytics.

• contact management.

Which one of the following is a key requirement of Customer Relationship Management (CRM)?

• Continuously learn about your agents.

• Anticipate customers’ needs and offer to fulfill them.

• Empower the vendors with product information and training.

• Disable information sharing and interaction across the organization.

John, a retail chain owner wants to introduce a CRM system to his organisation. He is hiring a new staff who should be able to setup the system from scratch and also train his staff.

What position should John offer in his recruitment?

• Consultant.

• Email Marketer.

• Logistics Planner.

• Digital Marketing Manager.

Many companies have adopted cloud-based CRM. Which one of the following is a benefit of adopting a cloud-based CRM?

• Ease of use.

• Hassle installation.

• Low level of security.

• Decrease customer satisfaction.

The purposes of Customer Relationship Management are the following EXCEPT

• enhance business sales.

• expand the customer base.

• improve workforce productivity.

• maintain all the products offered to customers.

There are two types of customers. A person who relies on the assistance another member of an organization to fulfil his job duties is known as a/an

• internal customer.

• impulse customer.

• external customer.

• discount customer.