Week 3 CRM

Which is not correct with regards to changes in customer management compared to the past?

• Customers can get information they need more quickly
• customers can choose one-size-fits-all products
• Companies need to understand customers' specific requirements
• Customers can compare and switch products easily

Which is not a Customer-Facing applications

• customer service and call centr
• sales force automation
• marketing
• loyalty programs

Which is not a Customer-Touching applications?

• personalised webpages
• FAQs
• Automated messages
• Sales Force Automation

Which functions are not provided by Analytical CRM?

• data mining
• business intelligence
• customer service and marketing
• Decision support systems

Which of the following is not a module of an Enterprise Resource Planning (ERP) system?

• Inventory management
• accounting
• production planning
• customer service

What is the purpose of Enterprise Resource Planning (ERP) systems?

• To manage a company's supply chain
• To manage a company's financial resources
• To manage a company's customer relationships
• To manage a company's human resources

What is the primary goal of Customer Relationship Management (CRM)?

• Improving supplier relationships
• Enhancing employee productivity
• Enhancing customer satisfaction
• Reducing production costs

Which are the steps in Customer Relationship Management?

• Acquiring customers
• supporting customers
• segmenting customer
• retaining customers
• churning unprofitable customers

Which are the benefits of CRM?

• understanding of customer needs
• anticipation of customer needs
• higher customer churn
• higher competition among customers