CRM Unit 1

Which one of the following is an example of an "external" customer of Joy who is working as a nurse?

• Radiographers

• Doctors

• Customer Service Agent

• Patient

Which one of the following correctly shows the TWO frameworks of CRM?

• Analytical, Service

• Operational, Analytical

• Operational, Sales

• Marketing, Sales

Answer explanation

THREE types of CRM

1. 1. Operational

2. 2. Analytical

3. 3. Collaborative

Which one of the following is NOT a purpose of CRM?

• Improve customer satisfaction

• Improve workforce productivity

• Expand supplier base

• Enhance sales

Purposes of CRM

1. 1. __________ the customers.

2. 2. Improve customer satisfaction.

3. 3. Improve workforce productivity.

4. 4. Expand the customer base.

5. 5. Enhance business sales.

Answer explanation

Understand

Purposes of CRM

1. 1. Understand customers.

2. 2. _______ customer satisfaction.

   1. 3. Improve workforce productivity.

   2. 4. Expand the customer base.

   3. 5. Enhance business sales.

Purposes of CRM

1. 1. Understand the customers.

2. 2. Improve customer satisfaction.

3. 3. Improve workforce ____________.

4. 4. Expand the customer base.

5. 5. Enhance business sales.

Purposes of CRM

1. 1. Understand the customers.

2. 2. Improve customer satisfaction.

3. 3. Improve workforce productivity.

4. 4. ______the customer base.

5. 5. Enhance business sales.

Purposes of CRM

1. 1. Understand the customers.

2. 2. Improve customer satisfaction.

3. 3. Improve workforce productivity.

4. 4. Expand the customer base.

5. 5. Enhance business _____.

Sandy is thinking to work in a CRM related role. Which one of the following is a key requirement for this role?

• Try to attract all kinds of customers

• Handle all customers using the same technique.

• Disable information sharing and interaction across the organisation

• Interact personally with the customers.

Answer explanation

1)             Continuously learn about the customers

2)             Interact personally with the customers

3)             Handle different customers differently

4)             Retain the right customers 

5)             Anticipate customer needs and offer to fulfil them

6)             Increase value for your customers and of your customers 

7)             Present a single face to the customers to make their experience with your organisation seamless 

8)             Focus on revenue and retention more than on reducing costs 

9)             Enable information sharing and interaction across the organisation 

10)          Create business rules to drive all customer relationship management decisions and automation 

11)          Empower agents with information and training 

12)          Remember that the effective management of customer relationships is a way of doing business, not just a technology project  ­

Which one of the following are potential careers for CRM industry?

• Email marketer

• Digital Marketing manager

• Customer Service agent

• Consultant