Introduction of CRM_Part 2

What is the primary goal of CRM?

• To increase product prices

• To reduce employee workload

• To eliminate customer feedback

• To manage customer relationships effectively

Which of the following is NOT a constituency in CRM?

• Vendors of CRM systems

• Retail employees

• Customers

• Social media players

What does the IDIC model stand for?

• Integrate, Deliver, Identify, Communicate

• Identify, Develop, Implement, Control

• Integrate, Develop, Identify, Communicate

• Identify, Develop, Integrate, Communicate

Which model was developed by Adrian Payne and Pennie Frow?

• The IDIC model

• The Gartner competency model

• The 5-process model

• The CRM Value Chain

What is a common misunderstanding about CRM?

• It is only for large corporations

• It requires no customer data

• It is not applicable in non-profit sectors

• It is solely an IT issue

Which industry uses CRM to reduce costs by shifting services online?

• Retail

• Banking

• Telecommunications

• Manufacturing

What is the purpose of data mining in CRM?

• To increase product prices

• To identify at-risk customers

• To reduce marketing efforts

• To eliminate customer service

What does the 'S' in the CRM Value Chain stand for?

• Service

• Sales

• Satisfaction

• Strategic development

Which of the following is a type of CRM identified in the text?

• Financial

• Social

• Operational

• Technical

What is the main focus of the Gartner competency model?

• Customer segmentation

• Vision and strategy

• Operational efficiency

• Customer experience